QC / Ops Analyst

Bank of America•Hunt Valley Estates, MD

1d•$28 - $34•Onsite

About The Position

The Quality Control Analyst ensures consistency and calibration of Consumer Investment Operations and Life Services quality-control tests and identifies and escalates risks. The analyst maintains in-depth knowledge of processes within an assigned segment of the Consumer Investing Business, its structure, relevant industry regulations, and Merrill policies and procedures. The role operates in a high-volume production environment and requires accurate, timely work that meets quality standards, production goals, and SLA commitments. The analyst shares results with business stakeholders to communicate quality outcomes, identify root causes, and support corrective actions and continuous improvement. The analyst partners with peers and leadership to adhere to and implement changes, escalate trends and risks, and identify enhancement opportunities through QC testing. The role may also support test-script development, sample-logic changes, and reviews of challenges for the assigned business area.

Requirements

High school diploma, GED, secondary school qualification, or equivalent.
Attention to detail and follow-through on assignments.
Ability to multitask, work efficiently and independently prioritize workload, including during stress and high-volume periods.
Cooperative and professional work attitude.
Strong analytical, negotiation, and problem-solving skills.
Ability to provide high-quality partner support, with a focus on partner and client needs, problem resolution, and service or product knowledge.
Strong organizational, time-management, and teamwork skills; ability to structure and coordinate work.
Excellent verbal, written, listening, and presentation skills.
Cultural awareness, integrity, and ability to work as part of a team.
Skills in attention to detail, measurement effectiveness, monitoring, surveillance and testing, quality assurance, technical documentation, analytical thinking, business operations management, policy and procedure management, process management, result orientation, business process analysis, customer service management, customer and client focus, data collection and entry, and data quality management.

Nice To Haves

Customer service and/or call center experience.
Knowledge of Merrill systems, products, and applications.
Microsoft Office Suite and CoPilot experience.

Responsibilities

Validate operational processes and conduct quality reviews of casework within an assigned testing scope.
Identify process risks, defects, trends, and control gaps, and escalate findings as appropriate.
Document findings, observations, and recommendations clearly and concisely; prepare reports and communicate results to leaders and business partners.
Complete quality reviews and related deliverables within established SLA requirements while maintaining accuracy and quality standards.
Support challenge and acknowledgement management.
Monitor, review, and evaluate team processes for accuracy and consistency.
Assess workflows for compliance with regulatory requirements, policies, and procedures.
Identify improvement opportunities and recommend corrective actions.
Support regulatory alignment and promote a culture of quality across teams.
Partner with peers and leadership to implement changes and support test-script development, sample-logic changes, and challenge reviews as requested.
Analyze quality results to identify root causes and support corrective actions and continuous improvement.