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 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 Shift: 1st shift (United States of America) Hours Per Week: 40