Senior Quality Analyst, Banking QA & Compliance

Bank of America; Jacksonville (FL); On-site; USD 36,000 - 47,000; Full time

Benefits offered by this job

Benefits eligible

Job summary

Bank of America in the United States is seeking a Quality Assurance professional to perform inline QA reviews of depository and treasury product implementations. The role emphasizes analyzing quality issues, coaching teams, and ensuring actions align with regulatory requirements.

You will monitor documentation accuracy, coordinate with partners, and drive improvements to procedures and scoring. Strong communication, attention to detail, and 2+ years in QA or related fields are expected.

Qualifications

• Minimum 2 years of Customer Service experience
• 1+ year of Treasury experience
• 1+ year of Quality Assurance Experience
• Excellent verbal and written communication skills
• Ability to multi-task and sustain high organizational skills in fast-paced environment
• Willingness to learn and adapt to change
• Ability to work independently and be a self-starter
• Ability to promote teamwork and positive attitude
• Ability to engage with client begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• An intermediate ability in computer skills.

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 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
• Partnering with internal business partners to obtain the necessary information to complete Inline Quality review.
• Completing quality reviews on high risk transactions.
• Reviewing legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements.
• Working with Implementation Associate to obtain missing information preventing the quality review from moving forward.
• Utilizing various bank systems to complete quality review requests.
• Identifying and escalating process/procedure gaps to mitigate risk.
• Exercises judgment and discretion with respect to client relationships and problem resolutions
• Be a self-starter, demonstrate ownership, and become a subject matter expert.
• Leverage resources, procedures and manage desk routines to ensure tasks, timelines and responsibilities are met.
• Meet or exceed strict quality assurance standards.

Skills

Claims Management

Controls Management

Monitoring, Surveillance, and Testing

Policies, Procedures, and Guidelines

Quality Assurance

Attention to Detail

Investment Management

Problem Solving

Risk Management

Written Communications

Adaptability

Process Management

Process Mapping

Project Management

Reporting

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America in the United States is seeking a Quality Assurance professional to perform inline QA reviews of depository and treasury product implementations. The role emphasizes analyzing quality issues, coaching teams, and ensuring actions align with regulatory requirements.

You will monitor documentation accuracy, coordinate with partners, and drive improvements to procedures and scoring. Strong communication, attention to detail, and 2+ years in QA or related fields are expected.