1+ months

Customer Service Quality Assurance Associate (Banking Operations)

Midlothian, TX 76065
  • Job Code
    210286675

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.

Responsibilities:

  • 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

Skills:

  • 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
  • Experience in Transactional quality for Chat, Call and E-mail
  • Retail Banking experience Contact Center
  • Knowledge of Credit card / Loans / Overdraft knowledge (preferred)
  • Knowledge of Credit risk environment (preferred)
  • Customer service experience will be an advantage.
  • Experience in leading calibration sessions with the operations and other stakeholders.
  • Stake holder management experience required.
  • Requirement to liaise with different teams
  • Analytical skills required for independent review.
  • Independent learner to upskill about latest process changes.

Qualification

  • Experience in the financial service industry with retail customers
  • Relevant experience in QA
  • Experience with QA of call/ chat interactions

Keyword: card%20services

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.

Responsibilities:

  • 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

Skills:

  • 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
  • Experience in Transactional quality for Chat, Call and E-mail
  • Retail Banking experience Contact Center
  • Knowledge of Credit card / Loans / Overdraft knowledge (preferred)
  • Knowledge of Credit risk environment (preferred)
  • Customer service experience will be an advantage.
  • Experience in leading calibration sessions with the operations and other stakeholders.
  • Stake holder management experience required.
  • Requirement to liaise with different teams
  • Analytical skills required for independent review.
  • Independent learner to upskill about latest process changes.

Qualification

  • Experience in the financial service industry with retail customers
  • Relevant experience in QA
  • Experience with QA of call/ chat interactions

Keyword: card%20services
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world™s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we™re setting our businesses, clients, customers and employees up for success.

Categories

Posted: 2022-06-10 Expires: 2022-09-29

For over 200 years, JPMorgan Chase & Co has provided innovative financial solutions for consumers, small businesses, corporations, governments and institutions around the world.

Today, we're a leading global financial services firm with operations servicing clients in more than 100 countries.

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Customer Service Quality Assurance Associate (Banking Operations)

JPMorgan Chase & Co.
Midlothian, TX 76065

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