QC / Ops 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:
The Quality Control Analyst plays a key role in ensuring consistency and calibration of Consumer Investment Operations and Life Services Quality Control tests, as well in the identification and escalation of risks. To be successful in this role, the analyst must establish and maintain knowledge of the Consumer Investments Operations business structure, as well as knowledge of industry regulations and Merrill’s internal policies and procedures.
The QC Analyst will obtain and maintain an in-depth knowledge of all processes executed by a specific segment/area of the Consumer Investing Business. Responsibilities include: partnering with peers and leadership to adhere to and implement change,  escalate trends, risks, and enhancement opportunities identified through QC testing. The QC Analyst will support as requested, test script development, sample logic changes, and review of challenges by that business area.

Responsibilities:
The Quality Control Analyst is responsible for validating operational processes, conducting quality reviews, identifying risks and control gaps, and providing actionable insights that improve accuracy, compliance, and customer outcomes.  Operating in a high-volume production environment, the Quality Control Analyst delivers accurate and timely results while meeting quality standards, production goals, and SLA commitments. The results are shared with business stakeholders to communicate quality results, identify root causes, and implement corrective actions that drive continuous improvement and support operational excellence.

- The Quality Control Analyst is responsible for conducting quality reviews and evaluating casework within an assigned testing scope to ensure adherence to established quality standards, identify risks and control gaps, and support QC results across the Consumer Investment Operations Organization

- Process Risk and Defect Trend identification and escalation

- Document findings, observations, and recommendations in a clear and concise manner.

- Complete quality reviews and related deliverables within established Service Level Agreement (SLA) requirements while maintaining accuracy and quality standards.

- Support Challenge/Acknowledgement management

- Monitors, reviews, and evaluates team processes to ensure accuracy and consistency

- Assess workflows to confirm compliance with regulatory agencies, policies, and procedures

- Identifies gaps or areas of improvement and recommend corrective actions

- Supports regulatory alignment and promotes a culture of quality across teams

- Documents findings, prepares reports, and communicates results to leaders and partners

Required Qualifications:

- Attention to detail and follow through on assignments

- Ability to multitask, work efficiently and independently prioritize workload, including during periods of stress and high volume

- Demonstrate a cooperative and professional work attitude

- Strong analytical, negotiation and problem-solving skills

- Deliver high quality partner support, stressing partner/client needs, problem resolution and service/product knowledge

- Strong organizational, time management and teamwork skills

- Demonstrate excellent verbal, written and listening skills

- Understand and demonstrate cultural awareness, integrity and ability to work as part of a team

Skills:

- Attention to Detail

- Measurement Effectiveness

- Monitoring, Surveillance, and Testing

- Quality Assurance

- Technical Documentation

- Analytical Thinking

- Business Operations Management

- Policies, Procedures, and Guidelines Management

- Process Management

- Result Orientation

- Business Process Analysis

- Customer Service Management

- Customer and Client Focus

- Data Collection and Entry

- Data Quality Management

- Strong organizational, time management and teamwork skills

- Attention to detail and follow through on assignments

- Ability to multi-task and independently prioritize his/her workload

- Ability to structure and coordinate work

- Analysis of results to identify trends and risks

- Demonstrate a cooperative and professional work attitude

- Capable of multi-tasking and working efficiently under stress and high volume

- Strong organizational, time management and teamwork skills

- Demonstrate excellent verbal, written and listening skills

- Understand and demonstrate cultural awareness, integrity, and ability to work as part of a team

- Customer Service and/or call center experience preferred

- Knowledge of Merrill systems, products, and applications

- Verbal and Written presentation skills

- Microsoft Office Suite & CoPilot experience

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

Shift:
1st shift (United States of America)

Hours Per Week:
40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$27.59 - $33.66 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.