Quality Analyst - Enterprise Transaction Services

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/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. 

Line of Business Description

The Quality Analyst is responsible for validating operational processes, conducting quality reviews, identifying risks and control gaps, and providing actionable insights that improve accuracy, compliance, and customer outcomes. Operating in a high-volume production environment, the Quality Analyst delivers accurate and timely results while meeting quality standards, production goals, and SLA commitments. The results are shared with business stakeholders to communicate quality results, identify root causes, and implement corrective actions that drive continuous improvement and support operational excellence.

• The Quality Analyst is responsible for conducting quality reviews and evaluating casework within an assigned testing scope to ensure adherence to established quality standards, identify risks and control gaps, and support Business Controls for the Check Operations FLU within Enterprise Transaction Services (ETS).
• Document findings, observations, and recommendations in a clear and concise manner.
• Complete quality reviews and related deliverables within established Service Level Agreement (SLA) requirements while maintaining accuracy and quality standards.
• Participate in testing activities, process changes, and User Acceptance Testing (UAT) efforts to evaluate impacts on quality and control effectiveness.

• May review casework and determines if actions and decisions are in accordance with regulatory requirements.

• May act as subject matter expert.
  
  

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

Required Qualifications:  

• Required 2+ years experience with Check Operations.
• Quality Aassurance Experience
• Ability to learn and adapt quickly to a constantly changing environment
• Attention to detail with a strong focus on control
• Detail-oriented, self-starter and ability to think and work independently in a fast-paced environment

Desired Qualifications:

• Bachelor’s Degree
• Quality testing related experience
• IQS experience

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

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: