Quality Analyst - Enterprise Transaction Services

Bank of America•Fort Worth, TX

About The Position

The Quality Analyst supports Business Controls for the Check Operations FLU within Enterprise Transaction Services (ETS). The role validates operational processes and conducts quality reviews of casework within an assigned testing scope to ensure adherence to established quality standards, identify risks and control gaps, and support accurate, compliant customer outcomes. In a high-volume production environment, the analyst is expected to deliver timely, accurate work while meeting quality standards, production goals, and Service Level Agreement (SLA) commitments. The position documents findings, observations, recommendations, quality issues, and performance measures for management and business stakeholders. It provides actionable insights, communicates quality results, helps identify root causes, and supports corrective actions and continuous improvement. The analyst may review casework for compliance with regulatory requirements, participate in process changes and User Acceptance Testing (UAT), and may serve as a subject matter expert. The role also evaluates phone, email, and chat interactions and provides information to support employee coaching and education.

Requirements

At least 2 years of experience with Check Operations.
Quality Assurance experience.
Ability to learn and adapt quickly in a constantly changing environment.
Strong attention to detail and focus on controls.
Detail-oriented, self-starter who can think and work independently in a fast-paced environment.
High school diploma, GED, secondary school credential, or equivalent.

Nice To Haves

Bachelor’s degree.
Quality testing-related experience.
IQS experience.

Responsibilities

Conduct quality reviews and evaluate casework within an assigned testing scope.
Validate operational processes and assess adherence to established quality standards, policies, and procedures.
Identify risks and control gaps and support Business Controls for Check Operations within Enterprise Transaction Services.
Document findings, observations, recommendations, quality issues, and performance measures clearly and concisely for management and business stakeholders.
Complete quality reviews and related deliverables within established SLA requirements while maintaining accuracy and quality standards.
Evaluate phone calls, emails, and chat interactions for adherence to bank processes, policies, and standards.
Provide feedback and information to support employee coaching, education, and improved client relationships.
Apply knowledge of internal and regulatory standards, policies, guidelines, and procedures to measure compliance in the assigned area.
Recommend changes to procedures and workflows to improve work quality and productivity.
Participate in testing activities, process changes, and UAT efforts to evaluate impacts on quality and control effectiveness.
Create test plans, scenarios, and cases that meet user and client needs.
May review casework to determine whether actions and decisions comply with regulatory requirements.
May act as a subject matter expert.
Help communicate quality results, identify root causes, and implement corrective actions to support continuous improvement and operational excellence.