Customer Service Quality Assurance

3 months ago

Bengaluru, India JPMorgan Chase & Co Full time

**JOB DESCRIPTION** Role Description**

The QA Analyst is responsible to ensure our operations team delivers a fair customer outcome to our clients. The team leads will provide the daily samples required to be completed by QA analyst. The role will involve listening to calls, read chats and review cases, checking them against the underlying processes and procedures ensuring that they meet all internal standards, while adhering to local regulatory requirements. For each review an individual feedback will be provided by the QA Analyst to the corresponding line of business.

**Responsibilities**:

- Perform quality assurance on defined samples of completed quality controls and complete individual assurance on other cases
- 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

**Skills**:

- Experience within the Financial Services industry, especially for retail customer
- Experience with Borrow products (example : credit cards / loans / overdrafts)
- Quality Assurance background preferred
- 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 QA
- Experience with QA of call/ chat interactions

**ABOUT US**

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

**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.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

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