Senior Quality Analyst

Bank of America•Hialeah, FL

1d•Onsite

About The Position

At Bank of America, the Senior Quality Analyst supports Responsible Growth by performing quality audits and reviewing evaluations completed by team managers. The role analyzes data and translates findings into coaching feedback for team managers and formal associate education. It determines whether associate actions and decisions comply with regulatory requirements and how they affect quality scores. The analyst identifies trends, escalates problems, takes action, and communicates team performance and trends to leaders. The role may organize review sessions for leaders and employees to identify strengths and improvement opportunities, support consistency in processes and scoring, and share best practices. The position oversees quality processes across phone calls, emails, and chat interactions to ensure adherence to bank processes, policies, and standards. It analyzes quality issues and performance measures for management review, provides feedback and recommended courses of action, reviews casework for compliance with regulatory requirements, and supports coaching and education. It also administers defined procedures, performs analysis and report generation and exception processing, recommends and implements procedure and workflow improvements, and develops test plans, scenarios, and cases to meet user and client needs. The role is based in an in-office culture with role-specific flexibility. Normal hours are 7:00 a.m.–4:00 p.m. EST or 8:00 a.m.–5:00 p.m. EST to cover Brazil work hours; some U.S. holidays apply. The posting advises candidates to discuss this with the manager during the interview.

Requirements

Bilingual in English and Portuguese; Spanish is a plus.
At least 1 year of experience working with internal or external customers.
Experience interpreting organizational quality assurance standards and procedures.
Ability to understand quality control processes and methodologies.
Strong decision-making and problem-solving skills.
Excellent verbal and written communication skills.
Ability to engage with people at multiple organizational levels, initiate conversations, build rapport, and handle objections.
Proficient computer skills and ability to use multiple systems.
Comfort with a fast-paced environment involving ongoing change and learning new technology and processes.

Nice To Haves

1–2 years of experience in the banking, financial, or audit industry.
Ability to adapt to ongoing changes and new technology platforms.
Experience receiving and implementing performance feedback and coaching.
Self-motivated and results-oriented, with excellent organizational skills.
Typically requires 2–4 years of related experience.

Responsibilities

Perform quality audits and review evaluations completed by team managers.
Analyze quality data and translate findings into coaching feedback and formal associate education.
Determine whether associate actions and decisions comply with regulatory requirements and assess impacts to quality scoring.
Identify trends, escalate problems, take action, and communicate team performance and trends to leaders.
Organize review sessions, as needed, to identify strengths and improvement opportunities and promote process and scoring consistency.
Share best practices.
Oversee quality processes for phone calls, emails, and chat interactions to ensure adherence to bank processes, policies, and standards.
Analyze quality issues and performance measures for management review and provide feedback and recommended courses of action.
Review casework to determine whether actions and decisions meet regulatory requirements.
Support coaching, employee education, and relationship-building with clients.
Apply knowledge of internal and regulatory standards, policies, guidelines, and procedures to measure compliance in the assigned area.
Recommend and implement procedure and workflow changes to improve work quality and productivity.
Lead administration of defined procedures, analysis, report generation, and exception processing.
Develop test plans, scenarios, and cases that meet user and client needs.