Quality Analyst

1 week ago

Manila, National Capital Region, Philippines JPMorganChase Full time $40,000 - $80,000 per year

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.

Job 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

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