Quality Assurance Analyst - Banking Ops & Compliance

Bank of America Corporation; Fort Worth (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Bank of America Corporation in Fort Worth, TX, is seeking a Quality Analyst to monitor inbound and outbound phone calls and case reviews, document quality issues, and assist in coaching staff and clients to improve performance and compliance.

The role focuses on conducting quality reviews, identifying risks, and delivering actionable insights to strengthen accuracy, compliance, and customer outcomes in a high-volume environment.

Qualifications

• Experience with quality assurance processes.
• Familiarity with regulatory standards.
• Experience in QA for financial operations or Check Operations is a plus.

Responsibilities

• Evaluates calls, emails, and chats 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.
• Provides coaching information to employees to support with training, educating, and building deeper client relationships.
• Applies knowledge of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area.
• Recommends changes to procedures and workflows to improve work quality and productivity.
• Creates test plans, scenarios, and cases that satisfy the needs of users and clients.

Skills

Quality Assurance

Quality Testing

Monitoring

Policies & Guidelines

Attention to Detail

Problem Solving

Adaptability

Communication

Regulatory Knowledge

Education

Bachelor’s Degree

Job description

Bank of America Corporation in Fort Worth, TX, is seeking a Quality Analyst to monitor inbound and outbound phone calls and case reviews, document quality issues, and assist in coaching staff and clients to improve performance and compliance.

The role focuses on conducting quality reviews, identifying risks, and delivering actionable insights to strengthen accuracy, compliance, and customer outcomes in a high-volume environment.