Quality Analyst & Process Improvement Specialist

Bank of America Corporation

Phoenix (AZ)

On-site

USD 55,000 - 75,000

Full time

6 days ago

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Job summary

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls, chats, and case reviews, documenting issues and performance metrics for management. The role supports feedback and education for staff or clients while ensuring regulatory compliance.

The position requires a self-starter who can grasp new content quickly, collaborate with LOB partners, and drive process improvements to enhance the Process Quality team’s effectiveness and manage related

Qualifications

Must meet or exceed current production and quality goals.
Detail oriented with strong problem solving and decision‑making skills.
Excellent comprehension and listening skills; strong time management.

Responsibilities

Evaluates calls, transactions or cases to ensure adherence to bank 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.