Quality Associate I

Join us and efficiently manage EMS audit tasks, ensuring seamless stakeholder engagement, prompt resolution of disputes, and delivery of comprehensive reports to drive operational excellence.As a Quality Associate I within the Escalations Management Services (EMS) team, you will primarily handle audit tasks. You will be responsible for reviewing cases worked on by the EMS operations team, verifying adherence to procedures in resolving customer complaints and inquiries, including correct documentation in the system and proper call handling. You are expected to provide your findings clearly and concisely, deliver reports, and regularly communicate with stakeholders at different levels of the organization.Job ResponsibilitiesReview cases handled by EMS operations team through different channels, including Intake process, verifying that they are in accordance to the different guidelines and procedures of complaints handling, checking the accuracy and completeness of information and documentation, as  well as call handling skills of EMS resolverManage the workflow to ensure that all required audits are completed within agreed timelinesIdentify process gaps and recommend resolutions, actively participate in calibration sessionsPerform root cause analysis (RCA) to improve quality performanceProvide deliverables accurately and timely as required by the business, including reports such as MBR and WBRBuild relationship with different stakeholders such as operations and onshore partners, consistently communicating with themDevelop and maintain written procedures and other materials as neededInitiate and participate in process improvements initiatives, including automation projectsLearn mortgage process to fully support the business Perform all tasks with minimum supervision and independently make decisions related to the processWork on other tasks apart from EMS that may be assigned to the teamRequired qualifications, capabilities and skillsBilingual fluency in English and SpanishStrong attention to detail, exceptional listening, comprehension and analytical skillsExcellent communication skills, both oral and written, at different levels of the organizationExcellent organization skills and ability to handle multiple tasks under deadlinesAbility to work well in a team environmentDemonstrate creative problem solving, solid judgment and decision makingAbility to understand written documentation and quickly absorb business knowledge and processes, policies and regulatory requirementsDemonstrate integrity, flexibility, collaboration and accountabilityStrong client focus and ability to partner with various groups and people within the organizationAbility to identify opportunities for process improvements and lead changePreferred qualifications, capabilities, and skillsBachelor's degree preferredStrong PC skills, including Excel, Word, PowerPoint   High level understanding of Chase Home Lending operations, and mortgage operations in generalKnowledge of different analytical and automation tools such as Alteryx and TableauInternal Application Eligibility RequirementsTENURE: Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.PERFORMANCE:Meets satisfactory performance standards as defined by the firmBy submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines. Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or Line of Business specific guidelines.Make sure your profile is updated in the new > Jobs.  Attaching your updated resume is encouraged. In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.