Inline QA Analyst - Quality Assurance Expert

Bank of America; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Job summary

Bank of America is seeking an Inline Quality Assurance professional to perform QA reviews for depository and treasury product implementations. You will handle ~30+ reviews daily, coordinate with partners, and monitor workflows across Outlook, Teams, and other channels.

The role requires 4+ years in customer service, 2+ years of handling difficult customer situations, and strong communication. You’ll work in-office with a 40-hour week and opportunities to grow within a regulated environment.

Qualifications

• Minimum 4 years of Customer Service experience.
• Minimum 2 years handling difficult customer situations.
• Excellent verbal and written communication skills.
• Ability to multi-task and stay organized in a fast-paced environment.
• Willingness to learn and adapt to change.
• Ability to work independently and be a self-starter.
• Promote teamwork and positive attitude.
• Ability to engage with client, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Intermediate ability in computer skills.

Responsibilities

• Partner with internal business partners to obtain information for Inline Quality review.
• Complete quality reviews on high risk transactions.
• Review legal documents to determine adequate documentation for test and controls risk.
• Work with Implementation Associate to obtain missing information preventing the quality review from moving forward.
• Utilize bank systems to complete quality review requests.
• Identify and escalate process gaps to mitigate risk.
• Exercise judgement and discretion with respect to client relationships and problem resolutions.
• Be a self-starter, demonstrate ownership, and become a subject matter expert.
• Leverage resources and manage desk routines to ensure tasks and timelines are met.
• Meet or exceed strict quality assurance standards.

Skills

Customer Service

Quality Assurance

Communication Skills

Data Analysis

Education

High School Diploma / GED

Job description

Bank of America is seeking an Inline Quality Assurance professional to perform QA reviews for depository and treasury product implementations. You will handle ~30+ reviews daily, coordinate with partners, and monitor workflows across Outlook, Teams, and other channels.

The role requires 4+ years in customer service, 2+ years of handling difficult customer situations, and strong communication. You’ll work in-office with a 40-hour week and opportunities to grow within a regulated environment.