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. 

This role is for a Quality Analyst position requiring a self-starter who is able to grasp new content quickly and adapt and respond with concise feedback.  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. 

Responsibilities:

• 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

Skills:

• 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:

Hours Per Week: