Senior Quality Analyst - Treasury Fulfillment
About the role
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. This role is responsible for performing and reviewing quality audits and monitoring and evaluating the quality of client interactions, with a focus on Inline Quality Assurance (ILQA) reviews for depository and treasury product implementations.
You will perform ILQA reviews for approximately 30+ requests daily, following a strict prioritization process to ensure timelines are met. The role involves validating required documents, coordinating with business partners, and monitoring 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.
- Recommend and implement changes to procedures and workflows to improve work quality and productivity.
- Develop test plans, scenarios, and cases that satisfy user and client needs.
- Partner with internal business partners to obtain necessary information for Inline Quality reviews.
- Complete quality reviews on high-risk transactions and review legal documents for adequacy.
- 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 resolutions.
- Act as a self-starter, demonstrate ownership, and become a subject matter expert.
- Leverage resources and manage desk routines to meet tasks, timelines, and responsibilities.
- Meet or exceed strict quality assurance standards.
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, build rapport, and handle objections.
- Comfortable receiving ongoing performance feedback and coaching.
- Intermediate ability in computer skills.
Desired 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.
- Commitment to challenging the status quo and promoting positive change.
- Participates in and drives collaborative efforts to advance tools, technology, and ways of working.
- Believes in the value of diversity to reflect, connect, and serve an evolving client base.
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
Qualifications
High School Diploma / GED / Secondary School or equivalent.
Typically requires 2 to 4 years of related experience.
Schedule
1st shift (United States of America).
40 hours per week.