Quality Consultant

Bank of America; Chandler (AZ); Presencial; USD 60.000 - 80.000; Jornada completa

Descripción de la vacante

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound calls, chats, and case reviews. You will document quality issues, provide feedback for education, and review casework for regulatory compliance.

The role requires leveraging quality review plans and collaborating with LOB partners to drive improvements and timely delivery. We value self-starters who rapidly grasp new content, contribute to plan development, and help enhance the Process Quality team.

Formación

• Must meet or exceed current production and quality goals.
• Detail oriented with excellent problem solving and decision making.
• Effective comprehension and listening skills.
• Strong time management skills.
• Ability to own and manage workload while meeting strict time adherence goals.
• Proficient in Excel: basic & complex formulas and interpreting large data sets.
• Excellent PC skills: MS Word, MS Excel, PowerPoint, MS Edge or Chrome.
• Must multitask across varying processes and shifts.
• Must demonstrate decisive decision making.
• Must have excellent verbal and written communication skills.
• Must show organizational skills.
• Must follow instructions and guidelines.

Responsabilidades

• Evaluates calls, transactions or cases to ensure adherence to the bank's processes, policies, and standards
• Documents quality issues and performance measures for management review and provides feedback and courses of action, as needed
• Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area
• Recommends changes to procedures and work flows to improve work quality and productivity

Conocimientos

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

Educación

High School Diploma / GED

Herramientas

Excel

MS Word

PowerPoint

Microsoft Edge or Chrome

Pivot Tables

Macros

Descripción del empleo

Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’s physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’s physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description

This job is responsible for monitoring and evaluating the quality of inbound and outbound phone calls, chats, and case reviews. Key responsibilities include documenting quality issues and performance measures for management review, providing information to assist in the feedback and formal education process for either employees or clients on the phone, and reviewing casework to determine if actions and decisions are in accordance with regulatory requirements. Job expectations include administering defined procedures, analysis and report generation, and exception processing.

This role is for a Quality Analyst position requiring a self-starter who is able to grasp new content quickly and adapt and respond with concise feedback. Primary responsibilities will include leveraging quality review plans in which clear, concise direction is provided to the user to perform evaluations, participate with review plan development activities, collaborate with LOB business partners, and deliver timely. Candidate must take an active role in identifying and implementing process improvements to enhance the effectiveness of the Process Quality team by analyzing present state processes and developing alternative future states. The role may also utilize project management skills to research and manage various projects.

Responsibilities

• Evaluates calls, transactions or cases to ensure adherence to the bank's processes, policies, and standards
• Documents quality issues and performance measures for management review and provides feedback and courses of action, as needed
• Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area
• Recommends changes to procedures and work flows to improve work quality and productivity

Skills

• Claims Management
• Controls Management
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Quality Assurance
• Adaptability
• Investigation Management
• Problem Solving
• Risk Management
• Written Communications
• Attention to Detail
• Process Management
• Process Mapping
• Project Management
• Reporting

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Required Skills

• Must be meeting or exceeding your current production and quality goals
• Detail oriented and possess excellent problem solving and decision-making skills
• Effective comprehension and listening skills
• Strong time management skills
• Ability to own and manage workload while meeting strict time adherence goals
• Proficient in Excel- Basic & Complex formulas and the ability to interpret large amounts of distinct data
• Excellent PC skills including (but not limited to) MS Word, MS Excel, PowerPoint, Microsoft Edge or Chrome
• Must demonstrate multi-tasking skills to handle various task/responsibilities and alternate between differing work processes and shift priorities
• Must display decision making ability
• Must have excellent verbal and written communication skills
• Must display organizational skills
• Must be able to comprehend and follow instructions and guidelines

Desired Skills

• Ability to identity root cause analysis
• Willingness to assist others to achieve business needs
• Strong understanding of rules and regulations, policies and standards
• Ability to create and/or run macros and pivot tables

Shift

1st shift (United States of America)

Hours Per Week

40