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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for supporting accurate and timely execution of manual and automated testing and/or operational and administrative activities related to the end to end test development process. Key responsibilities of the job include supporting the execution of high quality testing in accordance with the test script, identifying and documenting defects, preliminary reporting and analysis of results, and providing daily updates to the test leaders and managers as needed.

Responsibilities:

• Conducts independent testing on a team in support of coverage needs identified by Compliance and Operational Risk officers and/or Front Line Unit process owners, inclusive of transactional, qualitative, onsite, employee quality review, and surveillance testing
• Identifies and documents defects identified during testing, working closely with Compliance and Operational Risk officers and/or Front Line Unit process owners to validate preliminary results
• Collaborates with Compliance and Operational Risk officers and/or Front Line Unit process owners on the identification of themes and trends at the Front Line Unit, control function and enterprise level
• Supports the quality of the end to end execution process in accordance with the Independent Testing Enterprise Policy and Standard

Skills:

• Adaptability
• Attention to Detail
• Collaboration
• Monitoring, Surveillance, and Testing
• Problem Solving
• Data Privacy and Protection
• Influence
• Issue Management
• Reporting
• Underwriting
• Interpret Relevant Laws, Rules, and Regulations
• Quality Assurance

Monitors and evaluates the quality of inbound/outbound telephone calls and/or video or chat reviews within Advanced Client Solutions and Small Business Centralized Sales, using procedural, regulatory as well as quality standards and guidelines. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. May review casework and determines if actions and decisions are in accordance with regulatory requirements.

This specific quality role will be monitoring and evaluating the quality of the inbound, outbound, chat and video interactions. Testing Analysts document quality issues and performance measures for management review, provide information to assist in the feedback and formal education process of individuals being evaluated. May review casework and determine if actions and decisions are in accordance with regulatory requirements.

Required and Desired Candidate Qualifications including # of years prior experience needed

Required Skills and Experience:

• 2-4 years of experience within the call center supporting Advance Client Solutions
• Strong knowledge of Quality Assurance testing
• Strong knowledge of Consumer and Small Business Products
• Recent experience with contact center systems and resources such ; Solution Center, Business Advantage CMC , Synergy, Interact, and Small Business Referral System
• Strong verbal and written communication skills
• Excellent time management and organizational skills
• Flexibility and adaptability in scope of role
• Microsoft office skills (Excel, PowerPoint and Word)
• Ability to learn quickly and operate with minimal supervision
• Effective coaching skills; proven ability to identify and coach behaviors that has translated into improved and sustainable metric results
• Ability to deliver constructive and encouraging feedback to associates to drive performance
• Ability to sustain trusting working relationships with peers and business partners
• Exhibit a strong personal commitment, leadership and self-motivation

Desired Skills and Experience

• Minimum 1-2 years in contact center or QA testing of Bank Lines of business
• Financial services experience
• Ability to use Nexidia platform
• Compliance or risk experience
• Strong partnership skills
• Strong research and analytical skills
• Non-English Language Certification a plus - Spanish
  

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