Mortgage QA Specialist III – Call Quality & Coaching

JPMorgan Chase & Co.; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

JPMorgan Chase & Co. in the Philippines seeks a Quality Specialist III to ensure top-tier customer experience while upholding US banking compliance standards.

You will monitor calls, provide actionable feedback, and drive continual service improvements within the Sales Support Team. Experience in mortgage loan closing or related roles, strong PowerPoint and presentation skills, and ability to work in shifting schedules are essential.

Qualifications

• Minimum 2 years of mortgage loan closing, support, underwriting, or communications experience.
• Demonstrated ability to host leadership sessions, create PowerPoint presentations, and provide verbal and written feedback.
• Proven expertise in process improvement, with ability to identify opportunities and implement solutions.

Responsibilities

• Monitor and evaluate customer phone interactions with US Home Lending Advisors using quality checklists and job aids.
• Listen to Home Lending Advisor calls and provide Lending Managers with detailed feedback for coaching sessions.
• Participate in calibration sessions with US Academy, CSAT Teams, Lending Managers, and Senior Lending Managers to ensure consistent service quality.
• Help maintain compliance with US Banking Laws, Policies, and regulations.
• Support continuous improvement initiatives by identifying areas for service enhancement.

Skills

Mortgage loan experience

Quality feedback

Call monitoring

PowerPoint

Process improvement

Tools

Microsoft Office

Quality monitoring tools

Job description

JPMorgan Chase & Co. in the Philippines seeks a Quality Specialist III to ensure top-tier customer experience while upholding US banking compliance standards.

You will monitor calls, provide actionable feedback, and drive continual service improvements within the Sales Support Team. Experience in mortgage loan closing or related roles, strong PowerPoint and presentation skills, and ability to work in shifting schedules are essential.