Quality Associate - Email Monitoring
Join Shared Services - Control Management - Consumer & Community Banking as a Quality Supervisor leading the Email Monitoring Team. In this pivotal role, you lead the Email Monitoring team that reviews high volumes of customer-facing emails for adherence to policies, procedures, and regulatory standards. Bring your leadership and analytical skills to optimize processes, communicate actionable insights, and deliver results that matter. This role offers visibility to senior leaders, cross-functional partnerships, and clear pathways for growth.
Job Summary:
As a Quality Supervisor in Control Management, you lead a critical quality assurance function that champions independent testing to proactively identify risks and strengthen the control environment. You are the primary liaison with business partners, communicating results clearly, resolving disputes efficiently, managing escalations appropriately, and ensuring Service Level Agreements are consistently met. You apply data-driven insights to elevate compliance and operational excellence.
Job Responsibilities:
- Lead, mentor, and develop a team of quality specialists and analysts to consistently meet production goals and quality standards.
- Oversee the execution and accuracy of quality assurance reviews for outbound emails, ensuring complete documentation and audit readiness.
- Analyze data and trends to identify and implement strategic improvements that enhance compliance and efficiency.
- Serve as the primary liaison with business partners to communicate results, resolve disputes, manage escalations, and fulfill Service Level Agreements.
- Prepare and deliver concise, executive-ready reporting and quality metrics with actionable recommendations.
- Standardize procedures and refine review criteria to drive consistent, repeatable outcomes.
- Promote a culture of accountability, transparency, and continuous learning through coaching and feedback.
Required Qualifications, Capabilities, and Skills:
- Bachelor's degree or equivalent experience (minimum 3+ years) in financial services, controls, quality assurance, audit, risk management, or compliance.
- Demonstrated leadership abilities, including independent decision-making, critical thinking, and effective team development.
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Strong interpersonal skills, with a proven track record of collaboration, conflict resolution, and team training.
- Proven ability to manage high-volume, detail-oriented workflows, prioritize tasks, and drive process improvements in a dynamic, agile environment.
Preferred Qualifications, Capabilities, and Skills:
- In-depth knowledge of branch banking, operations, risk, and/or controls.
- Experience in supporting, guiding, or developing teams, with a passion for people management and leadership.
- Proficiency in Excel, Microsoft Word, and PowerPoint/Pitch Pro; familiarity with SharePoint is a plus.
All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
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 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.
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion