Quality Assurance Specialist

7 days ago


Westerville, Ohio, United States Bank of America Full time
Job Title: Quality Assurance Specialist

At Bank of America, we are committed to delivering exceptional customer experiences. As a Quality Assurance Specialist, you will play a critical role in ensuring that our phone calls and case reviews meet the highest standards of quality.

Key Responsibilities:
  • Evaluate phone calls, emails, and chat interactions to ensure adherence to our processes, policies, and standards.
  • Document quality issues and performance measures for management review and provide feedback and courses of action as needed.
  • Provide information to employees to support coaching, educating, and building deeper relationships with clients.
  • Apply knowledge and understanding of internal and regulatory standards, policies, guidelines, and procedures to measure application and compliance.
  • Recommend changes to procedures and workflows to improve work quality and productivity.
Requirements:
  • Proficient computer skills.
  • Strong decision-making skills and problem-solving skills.
  • Excellent verbal and written communication skills.

Bank of America is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse.



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