Quality Analyst

2 weeks ago

Taguig, National Capital Region, Philippines Fairygodboss Full time
Why you should apply for a job to JPMorgan Chase:

61% say women are treated fairly and equally to men

77% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Position summary

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

JPMorgan Chase, 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 value diversity and inclusion. We do not discriminate based on protected attributes, including race, religion, gender, sexual orientation, age, or disability. We also provide reasonable accommodations for religious practices and disability needs. Visit our FAQs for more information about requesting accommodations.

About the team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services, and payments. We serve clients in over 100 countries by providing strategic advice, raising capital, managing risk, and extending liquidity in markets worldwide.

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