Quality Associate I - Bilingual (English and Spanish)

Join us and efficiently manage EMS audit tasks, ensuring seamless stakeholder engagement, prompt resolution of disputes, and delivery of comprehensive reports to drive operational excellence.

As a Quality Associate I within the Escalations Management Services (EMS) team, you will primarily handle audit tasks. You will be responsible for reviewing cases worked on by the EMS operations team, verifying adherence to procedures in resolving customer complaints and inquiries, including correct documentation in the system and proper call handling. You are expected to provide your findings clearly and concisely, deliver reports, and regularly communicate with stakeholders at different levels of the organization.

Job Responsibilities

• Review cases handled by EMS operations team through different channels, including Intake process, verifying that they are in accordance to the different guidelines and procedures of complaints handling, checking the accuracy and completeness of information and documentation, as well as call handling skills of EMS resolver
• Manage the workflow to ensure that all required audits are completed within agreed timelines
• Identify process gaps and recommend resolutions, actively participate in calibration sessions
• Perform root cause analysis (RCA) to improve quality performance
• Provide deliverables accurately and timely as required by the business, including reports such as MBR and WBR
• Build relationship with different stakeholders such as operations and onshore partners, consistently communicating with them
• Develop and maintain written procedures and other materials as needed
• Initiate and participate in process improvements initiatives, including automation projects
• Learn mortgage process to fully support the business
• Perform all tasks with minimum supervision and independently make decisions related to the process
• Work on other tasks apart from EMS that may be assigned to the team

• Bilingual fluency in English and Spanish
• Strong attention to detail, exceptional listening, comprehension and analytical skills
• Excellent communication skills, both oral and written, at different levels of the organization
• Excellent organization skills and ability to handle multiple tasks under deadlines
• Ability to work well in a team environment
• Demonstrate creative problem solving, solid judgment and decision making
• Ability to understand written documentation and quickly absorb business knowledge and processes, policies and regulatory requirements
• Demonstrate integrity, flexibility, collaboration and accountability
• Strong client focus and ability to partner with various groups and people within the organization
• Ability to identify opportunities for process improvements and lead change

• Bachelor's degree preferred
• Strong PC skills, including Excel, Word, PowerPoint
• High level understanding of Chase Home Lending operations, and mortgage operations in general
• Knowledge of different analytical and automation tools such as Alteryx and Tableau