Collections Quality Manager: Coaching & Process Improvement

JPMorgan Chase Bank, N.A.; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

JPMorgan Chase Bank, N.A. is seeking a Quality Manager for its Collections Quality Team to lead a group responsible for evaluating interactions and processes, ensuring adherence to policies, procedures, and regulatory requirements while driving customer outcomes.

You will translate quality results into actionable insights, partner with leaders to strengthen risk management, and push for continuous improvement through coaching, calibration, and data-informed reporting.

Qualifications

• 2+ years in quality management or related banking areas.
• Proven people leadership experience.
• Strong analytical skills to interpret data.
• Experience with quality monitoring and root cause analysis.
• Excellent communication and collaboration.
• Proficiency with digital reporting tools.

Responsibilities

• Lead, develop, and coach a team of quality professionals evaluating collections interactions.
• Oversee quality monitoring to ensure adherence to policies and standards.
• Analyze quality results to identify trends, root causes, and risks.
• Facilitate calibration sessions for consistent application of standards.
• Deliver clear reporting and work with stakeholders on corrective actions.
• Develop and maintain quality scorecards, procedures, and governance routines.
• Drive continuous improvement using technology and data-driven practices.

Skills

Quality management

People leadership

Analytical skills

Quality monitoring

Communication

Digital tools

Tools

Reporting platforms

Job description

JPMorgan Chase Bank, N.A. is seeking a Quality Manager for its Collections Quality Team to lead a group responsible for evaluating interactions and processes, ensuring adherence to policies, procedures, and regulatory requirements while driving customer outcomes.

You will translate quality results into actionable insights, partner with leaders to strengthen risk management, and push for continuous improvement through coaching, calibration, and data-informed reporting.