Senior Quality Analyst

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.
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Responsible for performing quality audits and/or for reviewing evaluations completed by team managers. Ability to analyze and understand data and translate into coaching feedback by providing feedback to team managers and as input to formal associate education. Understand and determine if associate actions and decisions are in accordance with regulatory requirements and impacts to quality scoring. Identify trends, elevate problems, and take action.

Communicate with leaders on team performance and trends. May organize review sessions for leaders and employees to identify strengths and opportunities out to ensure process/scoring consistency. Share best practices. Typically requires 2 to 4 years of related experience.

Key responsibilities include analyzing quality issues and performance measures for management review, providing feedback and formal education for employees or clients, and reviewing casework to determine if actions and decisions meet regulatory requirements. Job expectations include leading the administration of defined procedures, analysis and report generation, and exception processing.

• Oversees quality processes including phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards
• Reviews quality issues and performance measures for management escalation and provides feedback and courses of action as needed
• Provides appropriate information to support with coaching, educating, and building deeper relationships with clients and 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 and implements changes to procedures and workflows to improve work quality and productivity
• Develops test plans, scenarios, and cases that satisfy the needs of users and clients

• Bilingual – English / Portuguese, (Spanish is a plus)
• Work hours are normally 7:00am - 4:00pm EST or 8:00am - 5:00pm EST to cover Brazil work hours. Some US holidays will apply. Ask manger to discuss during interview.
• 1+ years of experience working with customers (internal/external)
• Experience interpreting quality assurance standards and procedures for the organization.
• Ability to understand quality control processes and methodologies.
• Strong decision-making skills and problem-solving skills
• Excellent verbal and written communication skills
• Ability to engage with individuals at multiple levels of the organization, begin a conversation, build rapport, and handle objections
• Proficient computer skills and ability to utilize multiple systems
• Comfortable with fast-paced environment with ongoing change and learning new…