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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for monitoring and evaluating the quality of inbound and outbound phone calls, chats, and 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. This role is for a Quality Analyst position requiring a self-starter who is able to grasp new content quickly and adapt and respond with concise feedback. Primary responsibilities will include leveraging quality review plans in which clear, concise direction is provided to the user to perform evaluations, participate with review plan development activities, collaborate with LOB business partners, and deliver timely. Candidate must take an active role in identifying and implementing process improvements to enhance the effectiveness of the Process Quality team by analyzing present state processes and developing alternative future states. The role may also utilize project management skills to research and manage various projects. Responsibilities: Evaluates calls, transactions or cases 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 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 work flows to improve work quality and productivity Skills: Claims Management Controls Management Monitoring, Surveillance, and Testing Policies, Procedures, and Guidelines Management Quality Assurance Adaptability Investigation Management Problem Solving Risk Management Written Communications Attention to Detail Process Management Process Mapping Project Management Reporting Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Required Skills: • 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 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 Desired Skills: • Ability to identity root cause analysis • Willingness to assist others to achieve business needs • Strong understanding of rules and regulations, policies and standards • Ability to create and/or run macros and pivot tables Shift: 1st shift (United States of America) Hours Per Week: 40 Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice

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