Quality Assurance Analyst – Call Quality & Compliance

Bank of America; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Bank of America is seeking a Quality Analyst to monitor and evaluate the quality of contact center interactions and case reviews. You will document issues, generate performance metrics, and support feedback and education for employees and clients on the phone and online channels.

In this role, you will analyze adherence to regulatory requirements, administer defined procedures, and contribute to continuous improvement through testing activities and SLA compliance.

Qualifications

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

Responsibilities

• Evaluates phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards.
• Documents quality issues and performance measures for management review and provides feedback and actions.
• Provides coaching information to employees to improve client interactions and daily routines.
• Applies knowledge of internal and regulatory standards to measure application and compliance.
• Recommends changes to procedures and workflows to improve quality and productivity.
• Creates test plans, scenarios, and cases to meet user and client needs.

Skills

Quality Assurance

Documentation

Attention to Detail

Risk Management

Process Mapping

Project Management

Communication

Regulatory Knowledge

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking a Quality Analyst to monitor and evaluate the quality of contact center interactions and case reviews. You will document issues, generate performance metrics, and support feedback and education for employees and clients on the phone and online channels.

In this role, you will analyze adherence to regulatory requirements, administer defined procedures, and contribute to continuous improvement through testing activities and SLA compliance.