Customer Service Quality Assurance Associate

Customer Service Quality Assurance Associate

JP Morgan Chase & Co.
8-11 years
Not Specified

Job Description

Role Description
The QA Associate is responsible to ensure our operations team delivers a fair customer outcome to our clients. Our team leads provide a daily quality control. A part of the role will be, to quality assure those controls. Another part of the role will, to listen to calls and read chats and check them against the underlying processes and procedures to do a direct assessment. For each case an individual feedback will be provided.
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

  • Postgraduate/ MBA (or bachelor's degree preferred)
  • Experience in the financial service industry with retail customers
  • 8+ 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.

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