JPMorgan Quality Assurance Associate German genders 

Germany, Berlin, Berlin 

676998952

Job Description

As a Quality Assurance Associate in our customer advisory team you will be responsible for reviewing Customer interactions via phone, chat or transactional evaluations to determine adherence of Compliance and Line of Business Policies and Procedures. You will be assigned a monthly sample of interactions and are required to meet production goals, accuracy requirements, in addition to attending scheduled meetings and calibrations. You are also challenged to analyse results and potentially identify process gaps, trends, opportunities and recommending potential process improvements. You may be asked to provide feedback and coaching to help develop and motivate employees on future enhancements.

Job Responsibilities:

• Perform quality assurance on defined samples of completed interactions and complete individual assessments on other cases
• Setup and maintain regular reporting for team leads and stakeholders
• Participate in and lead team discussions on the calibration of findings and build consensus
• Be a trigger point for process improvements
• Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients
• Ensure Risk and Controls policies and guidelines are adhered to and risks & issues are escalated appropriately within the governance structure
• Track and review Quality Assurance observations

Required qualifications, capabilities and skills:

• Detail oriented and a disciplined approach to process and quality controls
• Excellent organization, written and oral communication skills in German and English
• Proficiency in MS Excel, documentation and metrics
• Ability to analyse complex issues concisely and communicate effectively with team management and stakeholders
• Strong teamwork, partnership, and collaboration
• Detailed and deadline oriented as well as able to balance multiple projects simultaneously

Preferred qualifications, capabilities and skills

• Bachelor’s degree
• Experience within the Financial Services industry, especially within anti-fraud / AFC / AML customer service teams
• BaFin regulations experience is an additional asset