Quality Analyst

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/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:

• Develop, maintain, and optimize agent schedules to support service level goals while adhering to staffing models and business requirements.
• Review staffing requirements and collaborate with leaders to address staffing gaps and phone coverage needs.
• Monitor agent schedule adherence and workforce activity to ensure adequate phone coverage throughout the day.
• Review intraday performance and provide workforce recommendations to mitigate service level risks.
• Manage and coordinate schedule adjustments including training, meetings, coaching, projects, absenteeism, and other off-phone activities.
• Support shift bids, vacation planning, holiday scheduling, and workforce planning initiatives.
• Develop short-term and long-term staffing forecasts using historical data, business trends, and planned operational changes.
• Create, publish, and maintain workforce reporting and analysis related to staffing, service levels, schedule adherence, call volume, and other key operational metrics.
• Analyze workforce trends and provide data-driven recommendations to improve operational performance and resource utilization.
• Serve as a workforce management subject matter expert supporting contact center operations, staffing strategies, and workforce planning initiatives.

• 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
• Workforce Forecasting
• Capacity Planning
• Workforce Scheduling
• Real-Time Workforce Management
• Workforce Reporting & Analytics

Required Qualifications:

• 3+ years of workforce management experience in a contact center environment, including forecasting, scheduling, and/or real-time workforce management.
• Strong analytical and quantitative skills with the ability to interpret data and provide business recommendations.
• Advanced Microsoft Excel skills, including formulas, pivot tables, lookups, and data analysis techniques.
• Strong organizational, project management, and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to communicate effectively across all levels of the organization.
• Demonstrated ability to work independently while building strong partnerships with business leaders and stakeholders.
• High degree of professionalism, integrity, accountability, and attention to detail.

Desired Qualifications:

• Experience with IEX Workforce Management or comparable workforce management platforms.
• Experience with Avaya CMS reporting and contact center telephony environments.
• Understanding of contact center call routing methodologies and workforce management principles.
• Experience with workforce forecasting, capacity planning, and staffing modeling.
• Experience developing operational reporting and workforce performance analysis.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, PowerPoint, and Teams.

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: