Quality Analyst - Enterprise Transaction Services

Bank of America; Fort Worth (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

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.

Qualifications

• 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.
• May review casework and determines if actions and decisions are in accordance with regulatory requirements.
• May act as subject matter expert.

Skills

Quality Assurance

Monitoring

Policies & Guidelines

Attention to Detail

Problem Solving

Risk Management

Written Communications

Process Mapping

Project Management

Documentation

Education

High School Diploma / GED / Secondary School or equivalent

Bachelor’s Degree

Job description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Job Description: This job is responsible for monitoring and evaluating the quality of inbound and/or outbound phone calls or case reviews. Key responsibilities include documenting quality issues and performance measures for management review, providing information to assist in the feedback and formal education process for either employees or clients on the phone, and reviewing casework to determine if actions and decisions are in accordance with regulatory requirements. Job expectations include administering defined procedures, analysis and report generation, and exception processing.

Line of Business Description

The Quality Analyst is responsible for validating operational processes, conducting quality reviews, identifying risks and control gaps, and providing actionable insights that improve accuracy, compliance, and customer outcomes. Operating in a high-volume production environment, the Quality Analyst delivers accurate and timely results while meeting quality standards, production goals, and SLA commitments. The results are shared with business stakeholders to communicate quality results, identify root causes, and implement corrective actions that drive continuous improvement and support operational excellence.

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.
• May review casework and determines if actions and decisions are in accordance with regulatory requirements.
• May act as subject matter expert.

Required Qualifications:

• Required 2+ years experience with Check Operations.
• Quality Aassurance 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.

Desired Qualifications:

• Bachelor’s Degree
• Quality testing related experience IQS experience

Skills:

• Claims Management Controls Management
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Quality Assurance
• Adaptability
• Attention to Detail
• Problem Solving
• Risk Management
• Written Communications
• Process Management
• Process Mapping
• Project Management
• Recording/Organizing Information
• Reporting

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift: 1st shift (United States of America) Hours Per Week: 40

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Partnering Locally

Learn about some of the ways Bank of America is making a difference in the communities we serve.

Global Impact

Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion

Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values

Learn about our four values that represent what we believe.

Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency