Quality Assurance Analyst – Check Operations

Bank of America; College Park (GA); Sur place; USD 55 000 - 85 000; Plein temps

Résumé du poste

Bank of America in the United States is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls and case reviews, ensuring adherence to regulatory requirements and internal policies.

You will document findings, support coaching, develop test plans, and collaborate with teams within Enterprise Transaction Services to drive continuous improvement and enforce SLA commitments. Requires 2+ years in Check Operations and QA experience.

Qualifications

• Experience in check operations and quality assurance
• Attention to detail with strong control focus
• Ability to adapt in a fast-paced regulatory environment

Responsabilités

• Evaluates phone calls, emails, and chat interactions to ensure adherence to processes, policies, and standards
• Documents quality issues and performance measures for management review and coaching
• Provides information to support coaching and education for clients and employees
• Applies knowledge of internal and regulatory standards to measure compliance
• Recommends changes to procedures and workflows to improve quality and productivity
• Creates test plans, scenarios, and cases that satisfy user and client needs

Connaissances

Quality Assurance

Attention to Detail

Process Management

Project Management

Risk Management

Written Communications

Monitoring and Testing

Policies and Guidelines

Claims Management

Controls Management

Formation

Bachelor's Degree

High School Diploma

Description du poste

Bank of America in the United States is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls and case reviews, ensuring adherence to regulatory requirements and internal policies.

You will document findings, support coaching, develop test plans, and collaborate with teams within Enterprise Transaction Services to drive continuous improvement and enforce SLA commitments. Requires 2+ years in Check Operations and QA experience.