Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
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, escalate 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.

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

Skills:

• Claims Management
• Controls Management
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Quality Assurance
• Attention to Detail
• Investigation Management
• Problem Solving
• Risk Management
• Written Communications
• Adaptability
• Process Management
• Process Mapping
• Project Management
• Reporting

Required Qualifications:
 

• Proficient computer skills
• Strong decision-making skills and problem-solving skills
• Excellent verbal and written communication skills

Desired Qualifications:
 

• Ability to learn and adapt to ongoing changes and new technology platforms
• Experience in receiving and implementing performance feedback and coaching
• Self-motivated and results-oriented with excellent organizational skills

Shift:

Hours Per Week: