Mortgage Quality Assurance Specialist III

JPMorgan Chase & Co.; Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Quality Specialist III to join the Sales Support Team in Manila. The role focuses on monitoring customer phone interactions with US Home Lending Advisors, using approved checklists to assess and improve service quality.

You will provide detailed verbal and written feedback to Lending Managers, participate in calibration sessions, and help ensure compliance with US Banking Laws, policies, and regulations while supporting continuous improvement initiatives.

Qualifications

• 2+ years of experience in mortgage loan closing, support, underwriting, or communications roles, including both conventional and government loans for purchase and refinance transactions.
• Demonstrated proficiency in hosting leadership sessions, creating PowerPoint presentations, and providing valuable verbal and written feedback.
• Proven expertise in process improvement, with the ability to identify opportunities and implement effective solutions.
• Experience in voice function or call monitoring.
• Must be a Communication Skills Assessment (CSA) passer if not Communication and Culture Integration (CCI) trained.
• Willingness to work on shifting schedules.

Responsibilities

• Monitor and evaluate customer phone interactions with US Home Lending Advisors using established quality checklists and job aids.
• Listen to Home Lending Advisor calls and provide Lending Managers with detailed feedback, especially regarding customers who have not yet applied, to support effective coaching sessions.
• Facilitate and participate in calibration sessions with US Academy, CSAT Teams, Lending Managers, and Senior Lending Managers to ensure consistent service quality and best practices.
• Help maintain the firm’s compliance with US Banking Laws, Policies, and regulations, contributing to the protection of the bank’s reputation.
• Support continuous improvement initiatives by identifying areas for service enhancement and sharing

Skills

Mortgage loan closing

PowerPoint presentations

Verbal feedback

Process improvement

Call monitoring

CSA pass

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

JPMorgan Chase & Co. is seeking a Quality Specialist III to join the Sales Support Team in Manila. The role focuses on monitoring customer phone interactions with US Home Lending Advisors, using approved checklists to assess and improve service quality.

You will provide detailed verbal and written feedback to Lending Managers, participate in calibration sessions, and help ensure compliance with US Banking Laws, policies, and regulations while supporting continuous improvement initiatives.