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Quality Management Associate

1 month ago

Westerville, United States JPMorgan Chase Full time

Job Description
Embark on a rewarding career journey with our Quality Assurance team where you will play a crucial role as a quality management associate. This is your chance to make a significant impact while growing your skills and career.
As a quality management associate in the Quality Assurance team you will monitor adherence established Firm Complaint Policy and Credit Bureau Dispute criteria by managing the quality process, including the implementation of quality tests, operational policies, processes, and services. You will monitor the control environment for changes which may impact testing, complete reporting deliverables, and lead special projects, when applicable. Additionally, you will also manage and direct overall team activities, monitors performance, and confirms adherence to regulatory rules and company policy and procedures.
Job responsibilities:

  • Provides verbal and written summaries of findings and corresponding corrective actions
  • Actively leads LOB feedback sessions and offers clarifying commentary as needed to support findings
  • Provides feedback pertaining to processes and opportunities for enhancement
  • Ensures testing job aids are kept current
  • Manages resources and operating expenses
  • Recommends and implements enhancements to improve effectiveness and efficiency of process
  • Provides coaching and feedback to the Quality Specialists/Analysts;
  • Conducts quality reviews to ensure consistency and accuracy of evaluations
  • Interacts with line of business / operations, systems and engage supporting business partners
  • Partner with Quality Assurance Manager on achieving highest levels of staff performance.


Required qualifications, skills, and capabilities:

  • 3+ years of relevant complaint handling experience in operations or management
  • 2+ years experience in oversight functions such as auditing and/or operational quality assurance
  • Bachelor's degree in business, finance, or related field, or equivalent work experience.
  • CCB Firmwide Complaints Policy with experience in multiple disciplines/functions
  • Compliant Identification and Documentation requirements
  • Ability to work in a fast-paced environment and changing requirements
  • Ability to identify training needs and coach and develop team members
  • Demonstrates leadership skills including planning, organizing and performance management
  • Advanced presentation delivery
  • Issue Resolution and problem-solving skills
  • Ability to build strong partnership and create inclusive environment


Preferred qualifications, skills, and capabilities:

  • Organization and time management
  • Excellent written and oral communication
  • Analytical skills
  • Detail-oriented
  • Risk and control management
  • High degree of professionalism, self-motivation and sense of urgency
  • Microsoft Excel


About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

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