Quality Analyst: Banking QA & Process Improvement

Bank of America; Tampa (FL); On-site; USD 46,000 - 62,000; Full time

Job summary

Bank of America in Tampa, FL is seeking a Quality Analyst to monitor inbound and outbound calls, chats, and case reviews, ensuring compliance with regulatory requirements and internal standards. You will document quality issues and performance measures for management review, and help educate staff on feedback and corrective actions.

The role requires a self-starter with strong problem-solving, Excel proficiency, and excellent written and verbal communication.

Qualifications

• High School Diploma or equivalent required.
• Must meet or exceed current production and quality goals.
• Excellent problem solving, decision making, and listening skills.
• Strong time management and ability to manage workload with strict adherence.
• Proficient in Excel and able to interpret large data sets.

Responsibilities

• Evaluates calls, transactions or cases to ensure adherence to the bank's processes, policies, and standards.
• Documents quality issues and performance measures for management review and provides feedback and actions, as needed.
• 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 work flows to improve work quality and productivity.

Skills

Claims Management

Controls Management

Monitoring, Surveillance, and Testing

Policies, Procedures, and Guidelines

Quality Assurance

Adaptability

Investigation Management

Problem Solving

Risk Management

Written Communications

Attention to Detail

Process Management

Process Mapping

Project Management

Reporting

Education

High School Diploma / GED / Secondary School or equivalent

Tools

Excel

Word

PowerPoint

Web Browsers

Job description

Bank of America in Tampa, FL is seeking a Quality Analyst to monitor inbound and outbound calls, chats, and case reviews, ensuring compliance with regulatory requirements and internal standards. You will document quality issues and performance measures for management review, and help educate staff on feedback and corrective actions.

The role requires a self-starter with strong problem-solving, Excel proficiency, and excellent written and verbal communication.