Collections Quality Leader — Coaching & Process Improvement

JP Morgan Chase; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

JP Morgan Chase in Manila seeks a Quality Manager for the Collections Quality Team to lead a team evaluating customer interactions and processes, ensuring adherence to policies and regulatory requirements. You will coach the team and translate quality results into actionable improvements.

The role emphasizes risk management, calibration across reviewers, and driving continuous improvement through data-informed practices and automation.

Qualifications

• 2+ years of experience in quality management in banking or financial services.
• Demonstrated people leadership experience, coaching and developing high‑performance teams.
• Strong analytical skills to interpret quality and operational data, identify trends, and make recommendations.
• Working knowledge of quality monitoring, calibration, root cause analysis, process improvement, and control practices.
• Strong communication, influencing, and collaboration skills with the ability to engage leaders and cross-functional partners.
• Proficiency with digital tools and reporting platforms used to track quality performance and outcomes.

Responsibilities

• Lead, develop, and coach a team of quality professionals responsible for evaluating collections interactions and operational processes.
• Oversee quality monitoring activities to assess adherence to policies, procedures, regulatory requirements, and customer experience standards.
• Analyze quality results and operational data to identify trends, root causes, emerging risks, and opportunities for improvement.
• Facilitate calibration sessions and promote consistent application of quality standards across reviewers, leaders, and partners.
• Deliver clear, actionable reporting and partner with stakeholders to implement sustainable corrective actions.
• Support the development and maintenance of quality scorecards, procedures, controls, and governance routines.
• Drive continuous improvement by leveraging technology, automation, and data-informed practices to enhance quality processes and reporting.

Skills

People leadership

Quality monitoring

Data analysis

Process improvement

Communication & collaboration

Regulatory knowledge

Job description

JP Morgan Chase in Manila seeks a Quality Manager for the Collections Quality Team to lead a team evaluating customer interactions and processes, ensuring adherence to policies and regulatory requirements. You will coach the team and translate quality results into actionable improvements.

The role emphasizes risk management, calibration across reviewers, and driving continuous improvement through data-informed practices and automation.