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Bank Of America Practice Solutions -Quality Analyst United States, Ohio 769548062
02.08.2024
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.
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
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
Required Qualifications:
- Proficient computer skills
- Strong decision-making skills and problem-solving skills
- Excellent verbal and written communication skills
Desired Qualifications:
- Ability to learn and 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
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