Quality Analyst: Process Improvement & Compliance

Bank of America; Greensboro (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound communications, document quality issues, and generate performance insights for management. The role ensures adherence to internal controls and regulatory standards while collaborating with business partners to drive continuous improvement.

The ideal candidate will have strong analytical and communication skills, be detail-oriented, and proficient in Excel.

Qualifications

• Must meet or exceed current production and quality goals
• Detail oriented with strong problem solving & decision-making
• Effective comprehension and listening skills
• Strong time management and ability to manage workload with strict time adherence
• Proficient in Excel (basic & complex formulas) and interpret large data sets
• Excellent PC skills: MS Word, MS Excel, PowerPoint, and browser proficiency
• Multitask across tasks, adapt to shifting priorities and maintain accuracy
• Demonstrate solid decision-making ability and clear communication
• Strong organizational skills and ability to follow instructions and guidelines

Responsibilities

• Evaluates calls, transactions or cases for adherence to processes, policies, and standards
• Documents quality issues and performance measures for management review and provides guidance
• Applies internal and regulatory standards to measure application and compliance
• Recommends changes to procedures to improve quality and productivity
• Leads data-driven analysis to support process improvements and controls

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

MS Word

MS Excel

PowerPoint

Web Browsers

Job description

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound communications, document quality issues, and generate performance insights for management. The role ensures adherence to internal controls and regulatory standards while collaborating with business partners to drive continuous improvement.

The ideal candidate will have strong analytical and communication skills, be detail-oriented, and proficient in Excel.