Quality & Compliance Analyst: Process Improvement

Bank of America; Plano (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of calls, chats, and case reviews in a fast-paced environment. The role focuses on documenting issues, providing feedback, and ensuring regulatory compliance through structured analysis.

Responsibilities include applying standards, analyzing processes, and suggesting workflow improvements to boost accuracy and performance. Requires high school education and strong Excel/office skills; relocation to Plano may be

Qualifications

• Must meet or exceed current production and quality goals.
• Detail oriented with strong problem solving and decision-making skills.
• Effective comprehension and listening skills.
• Strong time management and workload ownership within tight timelines.
• Proficient in Excel and the ability to interpret large data sets.
• Solid PC skills including Word, Excel, PowerPoint and browsers.
• Ability to multi-task and adapt to changing priorities.
• Good decision-making ability and clear written and verbal communication.
• Excellent organizational skills and ability to follow instructions.

Responsibilities

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

Skills

Claims Management

Controls Management

Monitoring, Surveillance, and Testing

Policies, Procedures, and Guidelines

Quality Assurance

Adaptability

Investigation Management

Problem Solving

Risk Management

Written Communications

Attention to Detail

Process Management

Process Mapping

Project Management

Reporting

Education

High School Diploma / GED

Tools

MS Word

MS Excel

PowerPoint

MS Edge/Chrome

Job description

Bank of America is hiring a Quality Analyst to monitor and evaluate the quality of calls, chats, and case reviews in a fast-paced environment. The role focuses on documenting issues, providing feedback, and ensuring regulatory compliance through structured analysis.

Responsibilities include applying standards, analyzing processes, and suggesting workflow improvements to boost accuracy and performance. Requires high school education and strong Excel/office skills; relocation to Plano may be