Quality & Compliance Analyst - Banking Operations

Bank of America; Plano (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

Bank of America is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls, chats, and case reviews, ensuring adherence to processes, policies, and regulatory standards. The role includes documenting issues, providing feedback, and supporting education for employees and clients on the phone or online.

You will analyze procedures, generate reports, and drive process improvements on the Process Quality team, collaborating with LOB partners and managing multiple

Qualifications

• Minimum Education: High School Diploma / GED / Secondary School or equivalent.
• Must meet or exceed current production and quality goals.
• Detail oriented with strong problem solving and decision-making skills.
• Excellent comprehension and listening skills.
• Strong time management and workload ownership while meeting strict time adherence goals.
• Proficient in Excel with basic and complex formulas and ability to interpret large data sets.
• Excellent PC skills: MS Word, MS Excel, PowerPoint, and browsers (Edge/Chrome).
• Ability to multitask and adapt between tasks and shifting priorities.
• Excellent verbal and written communication skills and organizational skills.

Responsibilities

• Evaluates calls, transactions or cases to ensure adherence to processes, policies and standards.
• Documents quality issues and performance measures for management review and provides feedback and courses of action.
• Applies knowledge of internal and regulatory standards to measure compliance of the assigned area.
• Recommends changes to procedures and workflows to improve quality and productivity.

Skills

Quality Assurance

Attention to Detail

Problem Solving

Written Communications

Risk Management

Investiga tion Management

Monitoring, Surveillance, and Testing

Process Management

Documentation

Project Management

Reporting

Adaptability

Policies, Procedures, and Guidelines

Re commends changes to procedures

Education

High School Diploma / GED / Secondary School or equivalent

Tools

Excel

MS Word

PowerPoint

Microsoft Edge

Chrome

Job description

Bank of America is seeking a Quality Analyst to monitor and evaluate the quality of inbound and outbound calls, chats, and case reviews, ensuring adherence to processes, policies, and regulatory standards. The role includes documenting issues, providing feedback, and supporting education for employees and clients on the phone or online.

You will analyze procedures, generate reports, and drive process improvements on the Process Quality team, collaborating with LOB partners and managing multiple