Quality Analyst

Come join the Quality team and be a driving force in ensuring procedures that are tied to compliance and governmental regulations.

As a Quality Analyst within JPMorgan Chase, you play a crucial role in maintaining the high standards of our operations. Your primary focus is to conduct thorough quality control reviews, ensuring our procedures align with internal standards and regulatory requirements. You'll leverage your advanced computer literacy and customer service skills to analyze quality results, identify root causes, and propose solutions. Your strategic thinking will be key in identifying improvement opportunities and influencing change. You'll also use your proficiency in coaching, team building, and cross-functional collaboration to guide others and foster a productive work environment.

Job responsibilities

• Perform thorough evaluations to ensure they meet internal standards and regulatory requirements, identifying any discrepancies or areas for improvement.
• Utilize data analytics tools to examine quality control outcomes, pinpoint underlying issues, and provide actionable insights to enhance processes and prevent future errors.
• Develop and apply automated solutions to streamline quality control procedures, reducing manual effort and increasing overall operational efficiency.
• Apply foundational knowledge in Artificial Intelligence to enhance the efficiency and effectiveness of quality control processes supporting innovation.
• Foster a collaborative team environment and promote effective communication to enhance team performance and achieve shared objectives.
• Measure client experience as well as compliance to business requirements.
• Review phone/email interactions and provide coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
• Navigate tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
• Support agent readiness for new hires or addition of skills/products by providing detailed feedback on quality evaluations.
• Facilitate internal calibration sessions with the Quality management staff and stakeholders. Participate in product listening sessions and become the voice of the client to steer product enhancements.

• Demonstrated expertise in quality control processes, evidenced by practical application and results-driven performance for a minimum of 3 years.
• Skilled in utilizing data analytics tools to examine quality control outcomes, pinpoint underlying issues, and provide actionable insights to enhance processes and prevent future errors.
• Proven ability implementing automated solutions that streamline quality control procedures, reducing manual effort and increasing overall efficiency.
• Ability to articulate findings, provide guidance, and foster a collaborative environment that promotes continuous learning.
• Time management and organizational skills; Excellent verbal and written communication skills; Exhibits ability to work effectively in a team environment.
• 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 environment.
• Detail-oriented; thorough in review process and able to follow through to resolution; Ability to multitask while working under minimal supervision.
• Proficient in various desktop and internet-based applications.
• 1 year or more customer service experience in a call center environment

• Foundational knowledge of Webstats, alternative Quality Assurance systems, Chase Answers, and Customer Assist (CA) to support quality monitoring, reporting, and customer service processes.
• Emerging ability to apply strategic thinking for identifying process improvement opportunities and implementing solutions, with a growing understanding of regulatory guidelines.
• Proficient in French, Portuguese, Spanish or Japanese preferred