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 drive Responsible Growth and deliver for our clients, teammates, communities, and shareholders daily. Our culture fosters an inclusive workplace where every teammate has the opportunity to succeed, build a career, and contribute to shared success. We value diverse perspectives shaped by military service, community college education, and varied work and life experiences, which strengthen our workforce and positively impact the communities we serve.
Bank of America supports an in-office culture that emphasizes collaboration, engagement, and career development, with clear in-office expectations and flexibility based on role-specific responsibilities and business needs.
About the Role
This role is responsible for performing and reviewing quality audits, 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 ensure actions and decisions meet regulatory requirements. The role involves leading the administration of defined procedures, analysis, report generation, and exception processing.
Specifically, this position performs Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations, handling approximately 30+ requests daily while adhering to strict prioritization processes to meet timelines. The role validates required documents for completeness and accuracy, coordinates with business partners to obtain corrected documents, and monitors communication channels for workflow updates and escalations.
Responsibilities
- Oversee quality processes including phone calls, emails, and chat interactions to ensure adherence to the bank's processes, policies, and standards.
- Review quality issues and performance measures for management escalation; provide feedback and courses of action as needed.
- Provide appropriate information to support coaching, educating, and building deeper relationships with clients.
- Apply knowledge of internal and regulatory standards, policies, guidelines, and procedures to measure compliance in the assigned area.
- Recommend and implement changes to procedures and workflows to improve work quality and productivity.
- Develop test plans, scenarios, and cases that satisfy the needs of users and clients.
- Partner with internal business partners to obtain necessary information to complete Inline Quality reviews.
- Complete quality reviews on high-risk transactions.
- Review legal documents to determine if adequate documentation meets test and control risk requirements.
- Work with Implementation Associates to obtain missing information preventing quality reviews from moving forward.
- Utilize various bank systems to complete quality review requests.
- Identify and escalate process/procedure gaps to mitigate risk.
- Exercise judgment and discretion in client relationships and problem resolution.
- Demonstrate ownership, become a subject matter expert, and manage desk routines to meet tasks, timelines, and responsibilities.
- Meet or exceed strict quality assurance standards.
- Analyze and understand data to translate into coaching feedback for team managers and formal associate education.
- Determine if associate actions and decisions comply with regulatory requirements and impact quality scoring.
- Identify trends, escalate problems, and take action.
- Communicate with leaders on team performance and trends.
- Organize review sessions for leaders and employees to identify strengths and opportunities, ensuring process and scoring consistency.
- Share best practices.
Requirements
- 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 a fast-paced environment.
- Willingness to learn and adapt to change.
- Ability to work independently and be a self-starter.
- Ability to promote teamwork and maintain a positive attitude.
- Ability to engage with clients, initiate conversations, build rapport, and handle objections.
- Comfortable receiving ongoing performance feedback and coaching.
- Intermediate computer skills.
Qualifications
- Strives to bring new thoughts and ideas to teams to drive innovation and unique solutions.
- Excels in working among diverse viewpoints to determine the best path forward.
- Experience connecting with a diverse set of clients to understand future business needs; a continuous learner.
- Commitment to challenging the status quo and promoting positive change.
- Participates in and drives collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
- Believes in the value of diversity to reflect, connect, and serve clients.
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
Education
High School Diploma / GED / Secondary School or equivalent.
Schedule
- 1st shift (United States of America)
- 40 hours per week