Senior Quality Analyst - Bilingual (English/Portuguese)

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

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