Quality Analyst

Job Description
Come join the Quality team and be a driving force in ensuring procedures that are tied to compliance and governmental regulations.
We are seeking a candidate to ensure client satisfaction is achieved, through adherence to policies and procedures, by performing quality tests in support of COS and Global Banking, with a primary focus on Treasury and Commercial Card. To be successful as a Quality Analyst, the candidate will need to closely collaborate with key partners throughout multiple departments within the COS organization performing quality assurance activities on multiple processes providing detailed results. This role is ideal for a highly motivated individual with a strong attention to detail; can work in a fast pace, time driven environment; and has effective interpersonal and communication skills. Commercial Card knowledge and experience is preferred. You will also review voice/email interactions and provide coaching of break points identified against documented procedural guidelines.
Job Responsibilities

• Measure client experience as well as compliance to business requirements.
• Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines.
• Escalate issues requiring immediate intervention or resolution.
• Drive tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
• Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.
• Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders.
• Coordinate and facilitate meetings/emails to review validation anomalies and trends
• Actively evaluate risk items and evidence compliance with key controls
• Provide detailed result reporting to management and stakeholders for all quality related activities
• Investigate problems and monitor remediation where account errors have been identified
• Recognize issues and risks; to promptly initiate action and escalation to management, to minimize financial loss and reputational damage.

Required qualifications, capabilities and skills

• Time management and organizational skills
• Excellent verbal and written communication skills
• Strong organizational and decision making skills
• Strong analytical and problem solving skills
• Ability to quickly adapt and learn new products and technologies
• Ability to work in a fast paced performance driven environment
• Detail-oriented; thorough in review process and able to follow through to resolution
• Ability to multi task while working under minimal supervision
• Exhibits ability to work effectively in a team environment
• Proficient in various desktop and internet based applications
• 1+ year customer service experience in a call center environment

Preferred Qualifications:

• Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.
• Knowledge on Webstats and Commercial Card industry.
• Portuguese and/or Spanish speaking preferred.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.