Quality Assurance Analyst – Banking

Bank of America; Addison (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound and outbound interactions, including calls and chats. You will document quality issues, provide feedback, and review casework for regulatory compliance.

The role involves data analysis, reporting, and implementing process improvements to enhance performance. This position requires strong Excel skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Minimum Education: High School Diploma or equivalent.
• Must meet or exceed production and quality goals.
• Detail oriented with strong problem solving and decision-making skills.
• Effective listening and comprehension.
• Strong time management and workload ownership.

Responsibilities

• Evaluates calls, transactions or cases to ensure adherence to the bank's processes and standards.
• Documents quality issues and performance metrics for management review; provide feedback and courses of action.
• Applies knowledge of internal and regulatory standards to measure compliance of the assigned area.
• Recommends changes to procedures and workflows to improve quality and productivity.

Skills

Quality Assurance

Documentation

Feedback delivery

Regulatory knowledge

Process improvement

Problem solving

Attention to detail

Written communications

Time management

Multi-tasking

Adaptability

Investigation management

Risk management

Reporting

Education

High School Diploma / GED / Secondary School or equivalent

Tools

Excel

MS Word

PowerPoint

Microsoft Edge

Chrome

Job description

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound and outbound interactions, including calls and chats. You will document quality issues, provide feedback, and review casework for regulatory compliance.

The role involves data analysis, reporting, and implementing process improvements to enhance performance. This position requires strong Excel skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.