Senior Quality Analyst

Bank of America; Florida; On-site; USD 60,000 - 80,000; Full time

Job summary

Bank of America is seeking a QA Auditor to review evaluations and coach managers, ensuring compliance with regulatory requirements and quality scoring. The role analyzes data, identifies trends, and communicates performance insights to leaders.

Associates’ actions must align with standards, and process improvements will be developed and implemented to raise overall quality and client satisfaction. The position requires bilingual English/Portuguese, coverage of Brazil work hours, and a

Qualifications

• Ability to analyze quality issues and performance measures for management review.
• Provide feedback and formal education for employees or clients.
• Interpret quality assurance standards and procedures for the organization.

Responsibilities

• Oversees quality processes including phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards.
• Reviews quality issues and performance measures for management escalation and provides feedback and courses of action as needed.
• Provides appropriate information to support coaching, educating, and building deeper relationships with clients and contribute to daily routines.
• Applies knowledge and understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area.
• Recommends and implements changes to procedures and workflows to improve work quality and productivity.
• Develops test plans, scenarios, and cases that satisfy the needs of users and clients.

Skills

Quality analysis

Coaching feedback

Regulatory knowledge

Data interpretation

Communication

Tools

CRM systems

Job description

About this job

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. JOIN US!

Job Description

Responsible for performing quality audits and/or for reviewing evaluations completed by team managers. Ability to analyze and understand data and translate into coaching feedback by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with regulatory requirements and impacts to quality scoring. Identify trends, elevate problems, and take action. Communicate with leaders on team performance and trends. May organize review sessions for leaders and employees to identify strengths and opportunities out to ensure process/scoring consistency. Share best practices. Typically requires 2 to 4 years of related experience.

Responsibilities

Key responsibilities include analyzing quality issues and performance measures for management review, providing feedback and formal education for employees or clients, and reviewing casework to determine if actions and decisions meet regulatory requirements. Job expectations include leading the administration of defined procedures, analysis and report generation, and exception processing.

• Oversees quality processes including phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards
• Reviews quality issues and performance measures for management escalation and provides feedback and courses of action as needed
• Provides appropriate information to support with coaching, educating, and building deeper relationships with clients and contribute to daily routines
• Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area
• Recommends and implements changes to procedures and workflows to improve work quality and productivity
• Develops test plans, scenarios, and cases that satisfy the needs of users and clients

Required Qualifications

• Bilingual – English / Portuguese, (Spanish is a plus)
• Work hours are normally 7:00am - 4:00pm EST or 8:00am - 5:00pm EST to cover Brazil work hours. Some US holidays will apply. Ask manger to discuss during interview.
• 1+ years of experience working with customers (internal/external)
• Experience interpreting quality assurance standards and procedures for the organization.
• Ability to understand quality control processes and methodologies.
• Strong decision-making skills and problem-solving skills
• Excellent verbal and written communication skills
• Ability to engage with individuals at multiple levels of the organization, begin a conversation, build rapport, and handle objections
• Proficient computer skills and ability to utilize multiple systems
• Comfortable with fast-paced environment with ongoing change and learning new technology/processes.

Desired Qualifications

• 1-2 years of experience in the Banking/Financial/Audit industry
• Ability to adapt to ongoing changes and new technology platforms.
• Experience in receiving and implementing performance feedback and coaching
• Self-motivated and results-oriented with excellent organizational skills

Other Skills

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world