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Quality Analyst – 3rd Shift

Addison, Texas

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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 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. Join us!

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 relatedsystems. Individual must be conscientious, diligent, and able to work expeditiously while maintaining an attention to detail, at all times.

**Schedule** : Monday through Friday11:30pm-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

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.