Senior Quality Analyst - Treasury Fulfillment

5 Locationssenior

OtherQuality Analyst

0 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

This job is responsible for performing and reviewing quality audits and monitoring and evaluating the quality of client interactions.

Requirements Summary

This job is responsible for performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations.

Technical Tools

OtherQuality Analyst

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Responsibilities

~2 min read

→
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

Responsibilities include, but are not limited to:

→
Partnering with internal business partners to obtain the necessary information to complete Inline Quality review.
→
Completing quality reviews on high risk transactions.
→
Reviewing legal documents to determine if adequate documentation has been provided to meet test and controls risk requirements.
→
Working with Implementation Associate to obtain missing information preventing the quality review from moving forward.
→
Utilizing various bank systems to complete quality review requests.
→
Identifying and escalating process/procedure gaps to mitigate risk.
→
Exercises judgment and discretion with respect to client relationships and problem resolutions
→
Be a self-starter, demonstrate ownership, and become a subject matter expert.
→
Leverage resources, procedures and manage desk routines to ensure tasks, timelines and responsibilities are met.
→
Meet or exceed strict quality assurance standards.

Requirements

~1 min read

Minimum 2 years of Customer Service experience
1+ year of Treasury experience
1+ year of Quality Assurance Experience
Excellent verbal and written communication skills
Ability to multi-task and sustain high organizational skills in fast-paced environment
Willingness to learn and adapt to change
Ability to work independently and be a self-starter
Ability to promote teamwork and positive attitude
Ability to engage with client begin a conversation, build rapport, and handle objections.
Comfortable receiving ongoing performance feedback and coaching.
An intermediate ability in computer skills.

Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
Excels in working among diverse viewpoints to determine the best path forward
Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
Commitment to challenging the status quo and promoting positive change.
Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
Believes in value of diversity so we can reflect, connect

1st shift (United States of America)

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

US - IL - Chicago - 540 W Madison St - Bank Of America Plaza (IL4540)

Pay and benefits information

Pay range

$26.33 - $34.11 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.