JPMorgan HR Quality Analyst 

United States, Delaware 

111910643

As a Quality Analyst in the HR Quality Assurance team, you will be primarily responsible for activities involving quality control and monitoring, testing and evaluation for the various HR functions. This may include case reviews, case monitoring, referral monitoring, audits, Access Provisioning and other Control related evaluations and review of case errors and escalated issues to determine root cause, and identification and analysis of performance gaps/trends that occur within the HR systems. It is critical to follow strict guidelines to ensure consistency in investigation and documentation of the reviewed cases/calls. As a Quality Analyst, you will be highly detailed with the ability to make sounds decisions based upon outlined processes and/or procedures, ask probing questions, ensure standard operating procedures are followed and exercise the tasks with reference to set policies and procedures for the HR Service Area being supported.

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.
• Document and evaluate internal quality, controls and testing results; recognize and report process or procedural gaps noted in quality reviews and monitoring processes.
• 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.
• Work closely with manager to take direction and to execute on deliverables by facilitating/participating in calibration sessions within the team and with Service Areas supported.
• Identifying, escalating, monitoring and measuring control evaluation results in accordance with firmwide control programs, processes and all reporting requirements.
• Review the issue validation work performed by the team to assess that action plans were closed appropriately; the enhanced controls are sustainable and address the risk identified.
• Be the point of contact of all processes in Quality Monitoring including reporting and admin tasks.

Required qualifications, capabilities, and skills

• 2+ years of experience in Quality assurance / monitoring / controls / Quality within Operations, HR, or other areas
• Experience using Quality/ CORE (Control and Operational Risk Evaluation)/ Auditing tools
• Intermediate decision making and judgment based on outlined processes or procedures which is used to determine and support Risk, Controls, and quality Monitoring
• Intermediate MS office suite skills (Excel, Word, PowerPoint, Teams, etc.) and intermediate skills with SharePoint
• Exposure in reports creation (qualitative and quantitative) in current or previous roles and can translate gap analyses to reports (i.e., executive summaries)
• Ability to translate complex ideas and solutions into simple concepts, & identify and address risks; fosters an environment where issues are escalated timely
• Excellent verbal / written communication and interpersonal skills with the ability to engage and influence staff at all levels
• Demonstrated ability to be a collaborative team player with intermediate interpersonal and client support skills to allow for independent work but rely on team efforts
• Ability to manage well in a high pressure and fast paced environment and execute responsibilities in a highly regulated and process driven atmosphere
• Able to follow strict guidelines to ensure consistency in investigation and documentation of the reviewed assigned work
• Intermediate analytical, problem solving and research skills and customer focus, de-escalation skills.

Preferred qualifications, capabilities, and skills

• Bachelor's degree
• Broad knowledge of HR products, services, and procedures preferred
• Proven ability to prioritize, manage time, follow-up on issues and ensure timely resolution and multi-task in a demanding environment
• Proactive mindset when troubleshooting problems, recommending solutions, and considering root cause to prevent future occurrences
• Strong organizational skills and attention to detail
• Ability to adjust schedule as needed to support our clients around the globe to meet business needs and achieve overall goals
• Proven people management and conflict resolution skills