Quality Analyst – 3rd Shift

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Job Description:
This job is responsible for monitoring and evaluating the quality of inbound and/or outbound phone calls or case reviews. Key responsibilities include documenting quality issues and performance measures for management review, providing information to assist in the feedback and formal education process for either employees or clients on the phone, and reviewing casework to determine if actions and decisions are in accordance with regulatory requirements. Job expectations include administering defined procedures, analysis and report generation, and exception processing.

Line of Business Description:

Position requires individual to conduct sample testing on raw and finished products to ensure that all quality controls are in place. Materials and products will be selected for tests at specific stages in production processes and will be tested for quality such as format, accuracy, and overall integrity. Compliance with all department policies and safety regulations is required in this position. Individual will work closely with other members of the team including all levels of management to ensure that overall integrity is achieved and will be responsible for reporting all findings. Individual will be required to participate in project teams to develop, test, implement and modify processes and/or related systems. Individual must be conscientious, diligent, and able to work expeditiously while maintaining an attention to detail, at all times.

Schedule: Monday through Friday 11:30pm-8:00am

Responsibilities:

• Evaluates phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards

• Documents quality issues and performance measures for management review and provides feedback and courses of action as needed

• Provides appropriate information to employees to support with coaching, educating, and building deeper relationships with clients in order to contribute to daily routines

• Applies knowledge and an understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance of the assigned area

• Recommends changes to procedures and workflows to improve work quality and productivity

• Creates test plans, scenarios, and cases that satisfy the needs of users and clients

• Conduct sample of raw and finished material to ensure overall integrity

• Accurately and timely report all quality findings by documenting and preparing reports

• Support management and team members by participating in project teams to implement and/or modify processes

• Consistently model and demonstrate behaviors as required by Bank of America-creating and sustaining a culture of operational and service excellence

• Understand internal workflow processes, interdepartmental dependencies, and workflows

• Comply with customer privacy policy guidelines

• Communicate effectively with department peers, supervisors, vendor representatives and other departments

Required Qualifications:

• 1+ years of Machine Operator experience

• Prior knowledge of Front-Line Forms application

• Ability to effectively communicate issues to management and employees

• Ability to physically lift 40 pounds

• Ability to work on your feet for a full eight-hour shift

• Ability to learn procedures and actively apply standards

Desired Qualifications:

• Experience/Knowledge in Enterprise Card Issuance (ECI)

• Prior knowledge of Front-Line Forms application

Skills:

• Claims Management

• Controls Management

• Monitoring, Surveillance, and Testing

• Policies, Procedures, and Guidelines Management

• Quality Assurance

• Adaptability

• Attention to Detail

• Problem Solving

• Risk Management

• Written Communications

• Process Management

• Process Mapping

• Project Management

• Recording/Organizing Information

• Reporting

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
3rd shift (United States of America)

Hours Per Week:
40

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