Quality Control Team Manager

Bank of America•Hunt Valley, MD

9d•Onsite

About The Position

The Quality Control Team Manager oversees test execution operations and leads analysts and specialists responsible for process quality testing within Consumer Investments Operations and Life Services. The team uses testing data to identify and escalate potential risks. The manager maintains expert knowledge of the business’s structure, industry regulations, and internal policies, procedures, and processes, and partners across the organization on process and procedural changes, trend recognition, risks, and opportunities for improvement. The role also manages the defect challenge and acknowledgement process and develops and maintains remediation plans. The manager leads through coaching, feedback, talent development, effective team routines, and a focus on business ownership, scope expansion, business partner influence, and risk management. Responsibilities include overseeing team productivity and operational functions, resolving escalated issues, supporting employee development, and fostering an inclusive, client-centric culture. The role is based at one of the listed locations in Hunt Valley, Maryland, or Pennington, New Jersey, and is designated as first shift, 40 hours per week.

Requirements

Prior team management experience.
Risk focus, sound judgment, and the ability to make meaningful decisions.
Process-driven approach and exceptional attention to detail.
Strategic thinking and ability to support change.
Advanced analytical and problem-solving skills.
Ability to manage multiple high-priority activities concurrently.
Ability to work in a team or group environment and willingness to share experiences or ideas.
Intermediate skills in Microsoft Office Suite, including Word, Excel, and SharePoint.
Ability to motivate, coach, and mentor a team to meet metrics.
Excellent interpersonal, leadership, and oral and written communication skills.
High school diploma, GED, secondary school qualification, or equivalent.

Responsibilities

Oversee test execution operations and lead analysts and specialists responsible for process quality testing within Consumer Investments.
Manage team productivity, operational functions, and day-to-day activities; establish effective team structure and routines to deliver business outcomes.
Coach and develop team members, provide constructive feedback, establish coaching routines and action plans, and support career growth and talent mobility.
Manage HR-related tasks for the team and recruit, onboard, and develop talent.
Maintain knowledge of operational processes supported by the QC program and develop working knowledge of all operational functions.
Manage the defect challenge and acknowledgement process, make decisions on escalated challenges, and develop and maintain gap remediation plans through QC remediation efforts.
Provide analysts with interim guidance as applicable.
Use testing data and trend recognition to identify, escalate, and help resolve potential risks and process gaps.
Partner across the organization to address process and procedural changes, risks, and enhancement opportunities identified through QC testing.
Resolve client issues escalated to leadership and foster a client-centric team environment with effective service and risk management practices.
Collaborate with leadership peers to improve processes affecting client and associate experiences.
Promote an inclusive team culture in which members are treated fairly and respectfully.
Manage expenses and demonstrate financial stewardship.