Description

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:
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.

Required Qualifications:

• 1+ years of experience working with customers (internal/external)
• Experience interpreting quality assurance standards and procedures for the organization.
• Ability to understand quality control processes and methodologies.
• Strong decision-making skills and problem-solving skills
• Excellent verbal and written communication skills
• Ability to engage with individuals at multiple levels of the organization, begin a conversation, build rapport, and handle objections
• Proficient computer skills and ability to utilize multiple systems
• Comfortable with fast-paced environment with ongoing change and learning new technology/processes.

Desired Qualifications:

• Bilingual - English / Spanish (Portuguese a plus)
• 1-2 years of experience in the Banking/Financial/Audit industry
• Ability to adapt to ongoing changes and new technology platforms.
• Experience in receiving and implementing performance feedback and coaching
• Self-motivated and results-oriented with excellent organizational skills

Skills:

• Claims Management
• Controls Management
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Quality Assurance
• Attention to Detail
• Investigation 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

Shift:
2nd shift (United States of America)

Hours Per Week:
40