Quality Assurance Analyst - Call Monitoring & Compliance

Bank of America; Dallas (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/outbound calls and case reviews within the Check Operations framework. You will document quality issues, track performance measures for management, and support coaching for staff to ensure regulatory compliance and high-quality client interactions.

You will participate in testing activities, create test plans, and help identify risks and control gaps.

Qualifications

• 2+ years experience with Check Operations.
• Quality Assurance experience.
• Ability to learn and adapt quickly in a changing environment.
• Detail-oriented with a strong focus on control.

Responsibilities

• Evaluates phone calls, emails, and chat interactions to ensure adherence to processes, policies, and standards.
• Documents quality issues and performance measures for management review; provides feedback and courses of action as needed.
• Coaches and educates employees to build stronger client relationships and support daily routines.
• Applies knowledge of internal and regulatory standards to measure application and compliance of the assigned area.
• Recommends changes to procedures and workflows to improve quality and productivity.
• Creates test plans, scenarios, and cases that satisfy user and client needs.

Skills

Quality Assurance

Check Operations

Attention to Detail

Independent Working

Regulatory Awareness

Education

High School Diploma

Job description

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound calls and case reviews within the Check Operations framework. You will document quality issues, track performance measures for management, and support coaching for staff to ensure regulatory compliance and high-quality client interactions.

You will participate in testing activities, create test plans, and help identify risks and control gaps.