Senior Quality Analyst

Bank of America•Hialeah, FL

3d•Onsite

About The Position

At Bank of America, the Senior Quality Analyst supports the bank’s commitment to Responsible Growth by performing quality audits and reviewing evaluations completed by team managers. The role analyzes data and translates findings into coaching feedback for managers and formal education for associates. It assesses whether associate actions and decisions comply with regulatory requirements and how they affect quality scoring, identifies trends, escalates problems, and communicates team performance trends to leaders. The analyst may organize review sessions to promote consistent processes and scoring and share best practices. The position oversees quality processes across phone calls, emails, and chat interactions; reviews performance measures and quality issues; supports coaching and client relationships; applies internal and regulatory standards to measure compliance; recommends and implements improvements to procedures and workflows; and develops test plans, scenarios, and cases. The role normally works 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; candidates are advised to discuss this with the manager during the interview. The position is part of Bank of America’s in-office culture, with role-specific flexibility and attendance requirements.

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, build rapport, begin conversations, and handle objections.
Proficient computer skills and ability to use multiple systems.
Comfort working in a fast-paced environment with ongoing change and learning new technology and processes.
The description states that the role typically requires 2 to 4 years of related experience.

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.
Ability to bring new ideas to teams to drive innovation and unique solutions.
Ability to work among diverse viewpoints to determine the best path forward.
Experience connecting with diverse clients to understand future business needs; continuous learning orientation.
Commitment to challenging the status quo and promoting positive change.
Values diversity and aims to reflect, connect with, and meet the diverse needs of clients and employees.

Responsibilities

Perform quality audits and review evaluations completed by team managers.
Analyze data and quality issues, and translate findings into coaching feedback for team managers and formal associate education.
Determine whether associate actions and decisions comply with regulatory requirements and assess impacts to quality scoring.
Identify trends, escalate problems, and communicate team performance and trends to leaders.
Organize review sessions for leaders and employees to identify strengths and 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.
Review quality issues and performance measures for management escalation and provide feedback and courses of action as needed.
Provide information to support coaching, education, deeper client relationships, and daily routines.
Apply internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance in the assigned area.
Recommend and implement procedure and workflow changes to improve quality and productivity.
Develop test plans, scenarios, and cases that meet user and client needs.
Lead administration of defined procedures, analysis and report generation, and exception processing.
Participate in and drive collaborative efforts to improve tools, technology, and ways of working.