We Hire America Jobs

Mobile We Hire America Logo
WeHireAmerica.jobs is a service of HR Policy Foundation and DirectEmployers Association. These two non-profit organizations are providing this free resource to help educators, policy makers and job seekers understand the great employment opportunities available here in the U.S. at some of America's biggest and best companies.

Job Information

Bank of America Senior Quality Analyst (Merchant Services) CSWO in Phoenix, Arizona

Senior Quality Analyst (Merchant Services) CSWO

Phoenix, Arizona;Newark, Delaware; Addison, Texas

Job Description:

Line of Business Role Description

Merchant Services Operations is a diverse set of functions including 24/7 Merchant Technical Support Desk, 2nd Level Client Service, and Settlement Operations. The role of Quality Consultant is to perform quality assurance audits on phone calls, emails and documentation. The Quality Consultant will review and grade customer contact events and documentation for technical accuracy, compliance to policies and procedures, and customer treatment. The Consultant will also communicate performance metrics, recommend solutions and influence action plans designed to drive performance improvement.

  • Displays willingness to make decisions Performs accuracy inspections, which may include call listening and/or research and review of documentation

  • Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness

  • Works to minimize variation thru structured calibration and quality coaching skill development sessions

  • Identifies best practices and works closely with peers, proficiency coaches, and leadership to influence quality and productivity improvements

  • Partners with training team to teams to facilitate new hire presentation segments, acts as a champion for the performance enhancement process

  • Demonstrates Bank of America core values

  • based on sound and accurate judgment; supports and explains reasoning for decisions

  • Prioritizes and plans work activities; uses time efficiently

  • Recommends action plans to remediate negative trends

  • Displays original thinking and creativity; meets challenges with resourcefulness; develops innovative approaches and ideas

  • Presents ideas and information in a manner that gets others attention

  • Conforms with all company policies and procedures

  • Performs other duties as assigned

Required Skills

  • Experience with quality assurance testing/analysis

  • Strong attention to detail with commitment to accuracy and quality while meeting/exceeding production goals

  • Proven ability to maintain positive rapport with business partners and team mates

  • Ability to work with minimal and virtual supervision

  • Excellent grammar and writing abilities

  • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events

  • Must be a team player with strong attention to detail and able to work independently

  • Microsoft Office applications including, but not limited to: Word, Visio, Excel, PowerPoint, Paint, and SharePoint

  • WebEx

  • NICE Engage

Desired Skills

  • Prior Merchant Services experience

Experience coaching, influencing, and driving adoption of change

Job Band:

H6

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Role Description

Merchant Services Operations is a diverse set of functions including 24/7 Merchant Technical Support Desk, 2nd Level Client Service, and Settlement Operations. The role of Quality Consultant is to perform quality assurance audits on phone calls, emails and documentation. The Quality Consultant will review and grade customer contact events and documentation for technical accuracy, compliance to policies and procedures, and customer treatment. The Consultant will also communicate performance metrics, recommend solutions and influence action plans designed to drive performance improvement.

  • Displays willingness to make decisions Performs accuracy inspections, which may include call listening and/or research and review of documentation

  • Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness

  • Works to minimize variation thru structured calibration and quality coaching skill development sessions

  • Identifies best practices and works closely with peers, proficiency coaches, and leadership to influence quality and productivity improvements

  • Partners with training team to teams to facilitate new hire presentation segments, acts as a champion for the performance enhancement process

  • Demonstrates Bank of America core values

  • based on sound and accurate judgment; supports and explains reasoning for decisions

  • Prioritizes and plans work activities; uses time efficiently

  • Recommends action plans to remediate negative trends

  • Displays original thinking and creativity; meets challenges with resourcefulness; develops innovative approaches and ideas

  • Presents ideas and information in a manner that gets others attention

  • Conforms with all company policies and procedures

  • Performs other duties as assigned

Required Skills

  • Experience with quality assurance testing/analysis

  • Strong attention to detail with commitment to accuracy and quality while meeting/exceeding production goals

  • Proven ability to maintain positive rapport with business partners and team mates

  • Ability to work with minimal and virtual supervision

  • Excellent grammar and writing abilities

  • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events

  • Must be a team player with strong attention to detail and able to work independently

  • Microsoft Office applications including, but not limited to: Word, Visio, Excel, PowerPoint, Paint, and SharePoint

  • WebEx

  • NICE Engage

Desired Skills

  • Prior Merchant Services experience

Experience coaching, influencing, and driving adoption of change

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21065952

Band: H6

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

DirectEmployers