Quality Assurance Analyst – Banking Operations

Bank of America; Chandler (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

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

The role requires leveraging quality review plans and collaborating with LOB partners to drive improvements and timely delivery. We value self-starters who rapidly grasp new content, contribute to plan development, and help enhance the Process Quality team.

Qualifications

• Must meet or exceed current production and quality goals.
• Detail oriented with excellent problem solving and decision making.
• 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 & complex formulas and interpreting large data sets.
• Excellent PC skills: MS Word, MS Excel, PowerPoint, MS Edge or Chrome.
• Must multitask across varying processes and shifts.
• Must demonstrate decisive decision making.
• Must have excellent verbal and written communication skills.
• Must show organizational skills.
• Must follow instructions and guidelines.

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 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

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

Tools

Excel

MS Word

PowerPoint

Microsoft Edge or Chrome

Pivot Tables

Macros

Job description

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

The role requires leveraging quality review plans and collaborating with LOB partners to drive improvements and timely delivery. We value self-starters who rapidly grasp new content, contribute to plan development, and help enhance the Process Quality team.