Quality Analyst: Process Improvement & Compliance

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

Job summary

Bank of America is seeking a Quality Analyst to monitor inbound/outbound calls, chats, and case reviews, documenting quality issues and performance metrics for leadership. The role supports feedback, education, and compliance with regulatory requirements, including performing defined procedures, analysis, and reporting while managing exceptions.

The position requires a self-starter who can quickly grasp new content, contribute to review plans, collaborate with business partners, and drive

Qualifications

• Must meet or exceed current production and quality goals.
• Detail oriented with strong problem solving and decision-making skills.
• Effective comprehension and listening skills.
• Strong time management skills.
• Ability to own and manage workload while meeting strict time adherence goals.
• Proficient in Excel (basic and complex formulas) and capable of interpreting large data sets.
• Excellent PC skills including MS Word, MS Excel, PowerPoint, and browser tools.
• Able to multitask and switch between tasks and priorities.
• Demonstrates solid decision making ability.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to follow instructions.

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 courses of action, as needed.
• Applies knowledge of internal and regulatory standards to measure application and compliance in the assigned area.
• Recommends changes to procedures and workflows to improve 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

Job description

Bank of America is seeking a Quality Analyst to monitor inbound/outbound calls, chats, and case reviews, documenting quality issues and performance metrics for leadership. The role supports feedback, education, and compliance with regulatory requirements, including performing defined procedures, analysis, and reporting while managing exceptions.

The position requires a self-starter who can quickly grasp new content, contribute to review plans, collaborate with business partners, and drive