Senior Quality Analyst - Treasury Fulfillment

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!

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

LOB Job Description:
This job is responsible for performing Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations. Key responsibilities include performing ILQA reviews for ~ 30+ requests daily, following a strict prioritization process to ensure timelines are met.  Validates required documents are provided, complete, and accurate while coordinating with business partners to obtain corrected documents, when needed.  Monitors communication channels (Outlook, Skype, Teams, etc.) for workflow updates, partner inquiries, status requests, escalations, and business updates.

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:

• 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

LOB Job Responsibilities:

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.

LOB Required Qualifications:

• 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.

LOB Desired Qualifications:

• 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

Skills:

• 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

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