Quality Analyst - Practice Solutions

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:

This job is responsible for monitoring and evaluating the quality of inbound and/or outbound phone calls or 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.

Responsibilities:

Evaluates phone calls, emails, and chat interactions 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

Provides appropriate information to employees to support with coaching, educating, and building deeper relationships with clients in order to 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 changes to procedures and workflows to improve work quality and productivity

Creates test plans, scenarios, and cases that satisfy the needs of users and clients

Skills:

Claims Management

Controls Management

Monitoring, Surveillance, and Testing

Policies, Procedures, and Guidelines Management

Quality Assurance

Adaptability

Attention to Detail

Problem Solving

Risk Management

Written Communications

Process Management

Process Mapping

Project Management

Recording/Organizing Information

Reporting

Required Qualifications:

Proficient computer skills

Strong decision-making skills and problem-solving skills

Excellent verbal and written communication skills

Desired Qualifications:

Ability to learn and 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

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:1st shift (United States of America)

Hours Per Week: 40

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