In monthly alignment meetings the learnings will be shared with the team leads and senior leadership.
Perform quality assurance on defined samples of completed quality controls and complete individual assurance on other cases
Setup and maintain regular reporting for team leads and senior leadership
Participate in and lead team discussions on the calibration of findings and build consensus
Track and review Quality Assurance observations
Trigger point for process improvements
Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients
Ensure risks & issues are escalated appropriately within the governance structure
Experience within the Financial Services industry, especially for retail customer
Quality Assurance background preferred
Detail oriented and a disciplined approach to process and quality controls
Strong documentation skills to clearly articulate results of testing
Excellent organization, written and oral communication skills.
Proficiency in MS Excel, documentation and metrics
Ability to articulate complex issues concisely and communicate effectively with senior management
Strong teamwork, partnership, and collaboration
Experience in Transactional quality for Chat, Call and E-mail (6-7 yrs.)?
Retail Banking experience
Customer service experience will be an advantage.
Experience in leading calibration sessions with the operations and other stakeholders.
Should be able to deliver X number of QA recorded per day
Stake holder management experience required.
Should be able to liaison with different teams.
CIFAS regulations experience required.
Analytical skills is required for independent review.
Independent learner to upskill about latest process changes.
Good personality and a Team Player.
Ethically sound individual to comply with JPMC values.
Postgraduate/ MBA (or bachelor’s degree preferred)
Experience in the financial service industry with retail customers
7+ years experience in QA
Experience with QA of call/ chat interactions
JPMorgan Chase & Co., 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.