Collections Quality Manager: Coaching & Insights

JPMorganChase; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

JPMorganChase is seeking a Quality Manager in the Collections Quality Team to lead a skilled group responsible for evaluating customer interactions and processes. You will translate quality results into actionable improvements, partnering with leaders to strengthen consistency, risk management, and customer experience.

You will guide calibration sessions, drive root-cause analysis, and deliver reporting to support sustainable corrective actions, governance, and continuous improvement using

Qualifications

• 2+ years of experience in quality management within banking or financial services.
• Demonstrated people leadership experience.
• Strong analytical skills to interpret data and drive improvements.
• Knowledge of quality monitoring, calibration, root cause analysis, and controls.
• Strong communication and collaboration with cross-functional partners.
• Proficiency with digital reporting platforms.

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

Quality management

People leadership

Analytical skills

Quality monitoring

Communication & collaboration

Data reporting tools

Job description

JPMorganChase is seeking a Quality Manager in the Collections Quality Team to lead a skilled group responsible for evaluating customer interactions and processes. You will translate quality results into actionable improvements, partnering with leaders to strengthen consistency, risk management, and customer experience.

You will guide calibration sessions, drive root-cause analysis, and deliver reporting to support sustainable corrective actions, governance, and continuous improvement using