JPMorgan Human Resources - Quality Assurance Analyst 

Philippines, Quezon City 

785581694

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