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JPMorgan Human Resources - Quality Assurance Analyst 
Philippines, Quezon City 
785581694

06.07.2024

Job Responsibilities

  • Conduct Quality Monitoring and other Control Related reviews and evaluations at a high volume and pace with minimal errors by ensuring a consistent and efficient quality methodology is applied across cases to reach monthly target review goals.
  • Understand and identify error trending and effectively communicate results and coach staff to ensure quality standards and excellence and effectively manage escalations and support quality testing team.
  • Perform regular end-to-end quality reviews for multiple processes and accurately document results; ensure global quality methodology approach is consistent & efficient and is applied across Calls / Cases, Regions, Operational Services, Operational operations.
  • Document and evaluate internal quality, controls and testing results; recognize and report process or procedural gaps noted in quality reviews and monitoring processes.
  • Be the point of contact of all processes in Quality Monitoring including reporting and admin tasks.
  • Work with stakeholders and their managers to resolve exception items timely and accurately.
  • Additionally, effectively partner with team members, line of business management and business partners to review process defects with investigators and communicate best practices that drive quality.
  • Evaluate quality results and measure accuracy across all critical and experiential areas, providing recommendations for coaching, communication, process improvement strategies, & communicate best practices that drive quality.
    Complete all assigned tasks & deliverables in a timely and thorough manner & provide feedback accordingly.
  • Broad knowledge of HR NJE products, services and procedures.

Required qualifications, skills and capabilities

  • At least 2 years of case management or claims administration experience in an employee facing role
  • Strong organizational skills/detail oriented
  • Strong verbal, written communication and interpersonal skills with a customer obsessed mindset
  • Possess strong analytical skills including attention to detail, high level of accuracy and problem-solving skills
  • Ability to work in a team environment and collaborate with colleagues across multiple teams and levels
  • Respect for confidentiality of information
  • Intermediate understanding of absence management/accommodations process preferred
  • Must be able to work flexible hours Monday through Friday
  • Must be able to work overtime and weekends to support business needs