Quality Analyst - Banking & Compliance

Bank of America Corporation; Tampa (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Bank of America Corporation is seeking a detail-oriented Quality Assurance Specialist to monitor inbound and outbound calls, chats, and case reviews. You will document quality issues, track performance metrics for management, and support feedback and formal education for staff and clients while ensuring regulatory compliance.

You will administer procedures, generate reports, collaborate with business partners, and drive process improvements to enhance quality and productivity.

Qualifications

• Meet or exceed current production and quality goals.
• Detail oriented with strong problem solving and decision‑making.
• Excellent listening and comprehension skills.
• Strong time management and workload ownership.
• Proficient in Excel (basic and complex formulas) and data interpretation.
• PC skills including Word, Excel, PowerPoint and a browser.
• Multitasking with changing priorities.
• Clear verbal and written communication.
• Excellent organizational skills.
• Ability to follow instructions and guidelines.

Responsibilities

• Monitor the quality of calls, chats, and cases to ensure adherence to processes.
• Document quality issues and performance measures for management review.
• Provide feedback and formal education to employees or clients on the phone.
• Review casework to determine actions align with regulatory requirements.
• Administer defined procedures, analysis and report generation; manage exception processing.
• Collaborate with LOB partners and contribute to review plan development.
• Identify and implement process improvements to enhance team effectiveness.
• Utilize project management skills to research and manage initiatives.
• Evaluate calls or cases to ensure compliance with standards and policies.

Skills

Production goals

Problem solving

Decision making

Listening skills

Time management

Time adherence

Excel formulas

MS Office

Multi-tasking

Verbal & written communication

Organizational skills

Follow instructions

Education

High School Diploma / GED / Secondary School or equivalent

Tools

MS Word

MS Excel

PowerPoint

Job description

Bank of America Corporation is seeking a detail-oriented Quality Assurance Specialist to monitor inbound and outbound calls, chats, and case reviews. You will document quality issues, track performance metrics for management, and support feedback and formal education for staff and clients while ensuring regulatory compliance.

You will administer procedures, generate reports, collaborate with business partners, and drive process improvements to enhance quality and productivity.