Quality Analyst

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Job Description

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

As a Quality Analyst within the Global Client Support Team, you will review and approve outgoing external emails via Navigator Case Management (NCM) and EMC for the Solution Center. Additionally, you will provide independent reviews of employee actions and business processes.

Responsibilities

• Review and approve outgoing external emails via Navigator Case Management (NCM) and Email Maker Checker (EMC) for the Solution Center.
• Identify high and very high Personally Identifiable Information (PII) or sensitive details within email exchanges.
• Ensure all outgoing external emails comply with global procedures.
• Provide independent reviews of employee actions and business processes.
• Measure client experience and ensure compliance with business requirements.
• Review email interactions and provide coaching based on documented procedural guidelines. Escalate issues requiring immediate intervention.
• Conduct time and motion studies and process reviews to ensure consistency and implement efficiencies.
• Drive performance improvements across the organization, focusing on enhancing client experience through training, policy & procedure, process improvement, automation, email reduction initiatives, and technology.
• Support agent readiness for new hires or skill/product additions with targeted monitoring, coaching evaluations, and knowledge certification.
• Collaborate with Supervisors and Managers to develop and document employee performance, process improvement, and client experience.
• Facilitate internal calibration sessions with Quality Management staff and Production Managers/Team Leaders.

Required Qualifications, Capabilities, And Skills

• Strong time management, decision-making, analytical, problem-solving, and organizational skills.
• Excellent verbal and written communication skills.
• Ability to quickly adapt and learn new products and technologies.
• Detail-oriented with thorough review capabilities and follow-through to resolution.
• Ability to multitask with minimal supervision.
• Effective team collaboration skills.
• Proficiency in various desktop and internet-based applications.
• At least 1 year of customer service experience in a call center environment.
• Flexibility to adjust work schedule as needed.
• Language proficiency in Mandarin is required.

Preferred Qualifications, Capabilities, And Skills

• Experience in staff management is a plus.
• Knowledge of ACH, USD Wires/SWIFT, and international payment conventions/practices is a plus.
• Language proficiency in Mandarin and/or Cantonese

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

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Quality Assurance

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