Quality Analyst

3 weeks ago

Bengaluru, India JPMorgan Chase Full time
As a Quality Analyst is responsible to ensure our operations team delivers a fair customer outcome to our clients. Our team leads provide a daily quality control. part of the role will be, to quality assure those controls within Fraud Operations. Another part of the role will be to listen to calls and read chats and check them against the underlying processes and procedures to do a direct assessment. For each case an individual feedback will be provided.

Job responsibilities:

  • Perform quality assurance on defined samples of completed quality controls and complete individual assurance on other cases across Fraud Operations.
  • Participate in and lead team discussions on the calibration of findings and build consensus
  • Track and review Quality Assurance observations
  • Trigger point for process improvements
  • Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients
  • Ensure risks & issues are escalated appropriately within the governance structure


Preferred qualifications, capabilities and skills

  • Experience within the Financial Services industry, especially for retail customer
  • Quality Assurance background preferred
  • Experience within Fraud Detection and Investigation type roles.
  • Detail oriented and a disciplined approach to process and quality controls
  • Strong documentation skills to clearly articulate results of testing
  • Excellent organization, written and oral communication skills.
  • Proficiency in MS Excel, documentation, and metrics
  • Strong teamwork, partnership, and collaboration


Qualification

  • Postgraduate/ MBA (or bachelor's degree preferred)
  • Experience in the financial service industry with retail customers
  • 5 + years experience in a Fraud Prevention and Investigation type role.
  • Experience in QA type role including experience of call/ chat interactions and awareness of associated regulations.


About us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

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