Bank of America
Senior Quality Analyst
Hialeah · Senior · Full-time · Posted Oct 23, 2026
- Experience
- Typically requires 2 to 4 years of related experience; required: 1+ years working with customers.
About the job
Performs quality audits of customer interactions and casework, assesses compliance with bank and regulatory standards, and provides analysis and coaching to improve performance and processes.
What you'll do
- Reviews phone calls, emails, chat interactions, and casework for quality and regulatory compliance; escalates issues and performance trends.
- Provides feedback, coaching, and education to employees and managers based on quality findings.
- Creates test plans and reports, and recommends or implements improvements to procedures and workflows.
What they ask for
- Bilingual in English and Portuguese; Spanish is a plus.
- At least 1 year of experience working with internal or external customers.
- Experience interpreting organizational quality assurance standards and procedures.
- Strong decision-making, problem-solving, communication, and computer skills.
Nice to have
- 1–2 years of experience in the Banking/Financial/Audit industry.
- Experience receiving and implementing performance feedback and coaching.
Model-written summary · the original posting is authoritative