Banking Quality Assurance Analyst – Compliance & Call Review

Bank of America; Fort Worth (TX); Vor Ort; USD 60.000 - 75.000; Vollzeit

Zusammenfassung

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound interactions, document quality issues, and support coaching for staff and clients. You will apply regulatory standards, perform test plans, and drive continuous improvement in a high-volume setting.

The role emphasizes accuracy, attention to detail, and the ability to adapt to changing requirements while partnering with stakeholders to ensure compliant customer outcomes.

Qualifikationen

• 2+ years experience with Check Operations.
• Quality Assurance Experience.
• Ability to learn and adapt quickly to a constantly changing environment.
• Attention to detail with a strong focus on control.
• Detail-oriented, self-starter and ability to think and work independently in a fast-paced environment.

Aufgaben

• Evaluates phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards.
• Documents quality issues and performance measures for management review and provides feedback and courses of action as needed.
• Provides appropriate information to employees to support with coaching, educating, and building deeper relationships with clients in order to contribute to daily routines.
• Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area.
• Recommends changes to procedures and workflows to improve work quality and productivity.
• Creates test plans, scenarios, and cases that satisfy the needs of users and clients.
• May review casework and determines if actions and decisions are in accordance with regulatory requirements.
• May act as subject matter expert.

Kenntnisse

Quality Assurance

Monitoring

Policies & Guidelines

Attention to Detail

Problem Solving

Risk Management

Written Communications

Process Mapping

Project Management

Documentation

Ausbildung

High School Diploma / GED / Secondary School or equivalent

Bachelor’s Degree

Jobbeschreibung

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound interactions, document quality issues, and support coaching for staff and clients. You will apply regulatory standards, perform test plans, and drive continuous improvement in a high-volume setting.

The role emphasizes accuracy, attention to detail, and the ability to adapt to changing requirements while partnering with stakeholders to ensure compliant customer outcomes.