Quality Consultant
Bank of America
full-time
Posted on:
Location Type: Office
Location: Greensboro • Arizona, Florida, North Carolina, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Monitoring and evaluating the quality of inbound and outbound phone calls, chats, and case reviews
- 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
- Reviewing casework to determine if actions and decisions are in accordance with regulatory requirements
- Administering defined procedures, analysis and report generation, and exception processing
- Participating with review plan development activities, collaborating with LOB business partners, and delivering timely evaluations
- Identifying and implementing process improvements to enhance the effectiveness of the Process Quality team
Requirements
- Must be meeting or exceeding your current production and quality goals
- Detail oriented and possess excellent problem solving and decision-making skills
- Effective comprehension and listening skills
- Strong time management skills
- Ability to own and manage workload while meeting strict time adherence goals
- Proficient in Excel- Basic & Complex formulas and the ability to interpret large amounts of distinct data
- Excellent PC skills including (but not limited to) MS Word, MS Excel, PowerPoint, Microsoft Edge or Chrome
- Must be able to attend to detail in order to make comparisons based on desired outcomes and guidelines
- Must demonstrate multi-tasking skills to handle various task/responsibilities and alternate between differing work processes and shift priorities
- Must display decision making ability
- Must have excellent verbal and written communication skills
- Must display organizational skills
- Must be able to comprehend and follow instructions and guidelines
Benefits
- Bank of America is committed to an inclusive workplace
- Commitment to supporting our teammates’ physical, emotional, and financial wellness
- Recognition and rewarding performance
- Opportunities to learn, grow, and make an impact
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ExcelBasic formulasComplex formulasData interpretationReport generationProcess improvementQuality evaluationRegulatory complianceCase reviewException processing
Soft skills
Detail orientedProblem solvingDecision makingEffective comprehensionListening skillsTime managementMulti-taskingVerbal communicationWritten communicationOrganizational skills