JPMorgan Quality Analyst 

United States, Florida, Tampa 

724610323

Job Responsibilities

• Measure client experience as well as compliance to business requirements.
• Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines.
• Escalate issues requiring immediate intervention or resolution.
• Drive tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
• Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.
• Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders.
• Coordinate and facilitate meetings/emails to review validation anomalies and trends
• Actively evaluate risk items and evidence compliance with key controls
• Provide detailed result reporting to management and stakeholders for all quality related activities
• Investigate problems and monitor remediation where account errors have been identified
• Recognize issues and risks; to promptly initiate action and escalation to management, to minimize financial loss and reputational damage.

Required qualifications, capabilities and skills

• Time management and organizational skills
• Excellent verbal and written communication skills
• Strong organizational and decision making skills
• Strong analytical and problem solving skills
• Ability to quickly adapt and learn new products and technologies
• Ability to work in a fast paced performance driven environment
• Detail-oriented; thorough in review process and able to follow through to resolution
• Ability to multi task while working under minimal supervision
• Exhibits ability to work effectively in a team environment
• Proficient in various desktop and internet based applications
• 1+ year customer service experience in a call center environment

Preferred Qualifications:

• Bachelor’s degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.
• Knowledge on Webstats and Commercial Card industry.
• Portuguese and/or Spanish speaking preferred.