Quality Assurance Analyst – Banking & Compliance

NBMBAA; Tampa (FL); Sur place; USD 30 000 - 39 000; Plein temps

Résumé du poste

Bank of America in Tampa is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls, chats, and cases, ensuring adherence to processes and regulatory requirements.

You will document issues, provide feedback, and support education for staff, collaborating with the Process Quality team to drive improvements. This role requires attention to detail and strong communication to manage multiple tasks with time adherence using Excel and common tools.

Qualifications

• High School Diploma or GED required.
• Must meet or exceed production and quality goals.
• Detail oriented with strong problem solving and decision making.

Responsabilités

• Evaluates calls, transactions or cases to ensure adherence to processes and standards.
• Documents quality issues and performance measures for management review and provides feedback and actions.
• Applies knowledge of internal and regulatory standards to measure compliance in the assigned area.
• Recommends changes to procedures and workflows to improve quality and productivity.

Connaissances

Monitoring, Surveillance, and Testing

Quality Assurance

Written Communications

Attention to Detail

Problem Solving

Process Mapping

Project Management

Reporting

Risk Management

Adaptability

Investigation Management

Policies, Procedures, and Guidelines

Formation

High School Diploma / GED

Outils

MS Excel

MS Word

PowerPoint

Web Browsers

Description du poste

Bank of America in Tampa is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls, chats, and cases, ensuring adherence to processes and regulatory requirements.

You will document issues, provide feedback, and support education for staff, collaborating with the Process Quality team to drive improvements. This role requires attention to detail and strong communication to manage multiple tasks with time adherence using Excel and common tools.