Quality Analyst & Process Improvement Specialist

Bank of America; Jacksonville (FL); On-site; USD 55,000 - 78,000; Full time

Job summary

Bank of America in Jacksonville, FL is hiring a Quality Analyst to monitor and evaluate inbound/outbound calls, chats, and case reviews. The role focuses on regulatory compliance, documenting findings, and delivering concise feedback to improve performance.

The ideal candidate will analyze processes, generate reports, and collaborate with teams to drive quality improvements while maintaining strong attention to detail and effective communication.

Qualifications

• High School Diploma or GED required.
• Strong problem solving and decision-making skills.
• Excellent written and verbal communication.
• Proficient in Excel and data interpretation.

Responsibilities

• Evaluate calls, transactions or cases to ensure adherence to the bank's processes, policies, and standards.
• Document quality issues and performance measures for management review and provides feedback and courses of action, 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

Attention to Detail

Problem Solving

Written Communications

Time Management

Communication Skills

Multi-tasking

Regulatory Knowledge

Data Analysis

Root Cause Analysis

Adaptability

Quality Assurance

Investigation Management

Risk Management

Policies, Procedures, Guidelines

Education

High School Diploma / GED

Tools

MS Word

MS Excel

PowerPoint

Web Browser

Job description

Bank of America in Jacksonville, FL is hiring a Quality Analyst to monitor and evaluate inbound/outbound calls, chats, and case reviews. The role focuses on regulatory compliance, documenting findings, and delivering concise feedback to improve performance.

The ideal candidate will analyze processes, generate reports, and collaborate with teams to drive quality improvements while maintaining strong attention to detail and effective communication.