Quality Consultant

94-1687665 Bank of America, National Association; Tampa (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Bank of America Corporation is seeking a detail-oriented Quality Assurance Specialist to monitor inbound and outbound calls, chats, and case reviews. You will document quality issues, track performance metrics for management, and support feedback and formal education for staff and clients while ensuring regulatory compliance.

You will administer procedures, generate reports, collaborate with business partners, and drive process improvements to enhance quality and productivity.

Qualifications

• Meet or exceed current production and quality goals.
• Detail oriented with strong problem solving and decision‑making.
• Excellent listening and comprehension skills.
• Strong time management and workload ownership.
• Proficient in Excel (basic and complex formulas) and data interpretation.
• PC skills including Word, Excel, PowerPoint and a browser.
• Multitasking with changing priorities.
• Clear verbal and written communication.
• Excellent organizational skills.
• Ability to follow instructions and guidelines.

Responsibilities

• Monitor the quality of calls, chats, and cases to ensure adherence to processes.
• Document quality issues and performance measures for management review.
• Provide feedback and formal education to employees or clients on the phone.
• Review casework to determine actions align with regulatory requirements.
• Administer defined procedures, analysis and report generation; manage exception processing.
• Collaborate with LOB partners and contribute to review plan development.
• Identify and implement process improvements to enhance team effectiveness.
• Utilize project management skills to research and manage initiatives.
• Evaluate calls or cases to ensure compliance with standards and policies.

Skills

Production goals

Problem solving

Decision making

Listening skills

Time management

Time adherence

Excel formulas

MS Office

Multi-tasking

Verbal & written communication

Organizational skills

Follow instructions

Education

High School Diploma / GED / Secondary School or equivalent

Tools

MS Word

MS Excel

PowerPoint

Job description

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’ 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.

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.

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

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

Privacy Statement

https://careers.bankofamerica.com/en-us/privacy-notice

Pay Transparency

https://careers.bankofamerica.com/en-us/pay-transparency

Responsible Growth

Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well‑being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi‑faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Partnering Locally

Learn about some of the ways Bank of America is making a difference in the communities we serve.

Global Impact

Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion

Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values

Learn about our four values that represent what we believe.