Quality Analyst - Compliance & Quality Assurance (Hybrid)

Bank of America; Newark (DE); On-site; USD 65,000 - 85,000; Full time

Job summary

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of inbound/outbound calls and case reviews in a high-volume environment. The role emphasizes documenting issues, providing actionable feedback, and ensuring regulatory compliance across Check Operations and related processes.

The successful candidate will conduct quality reviews, create test plans, and collaborate with teams to drive continuous improvement while meeting SLAs and production goals.

Qualifications

• Required 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.

Responsibilities

• 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.

Skills

Claims Management

Controls Management

Monitoring/Testing

Policies/Guidelines

Quality Assurance

Adaptability

Attention to Detail

Problem Solving

Risk Management

Written Communications

Process Management

Project Management

Education

High School Diploma

Job description

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of inbound/outbound calls and case reviews in a high-volume environment. The role emphasizes documenting issues, providing actionable feedback, and ensuring regulatory compliance across Check Operations and related processes.

The successful candidate will conduct quality reviews, create test plans, and collaborate with teams to drive continuous improvement while meeting SLAs and production goals.