Quality Analyst - Global Quality Management

JPMorganChase; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading financial institution in the Philippines seeks a Quality Analyst to monitor client interactions and perform quality assessments. The role involves ensuring adherence to procedures, engaging resources for remediation, and reporting findings to senior leaders. Ideal candidates should have strong communication skills and proficiency in Excel. This position promises opportunities for personal growth and impactful contributions to quality management strategies.

Qualifications

• Strong communication and negotiation skills; ability to present findings independently.
• Adaptable, flexible, and able to deal with ambiguity.
• Control-focused to ensure output meets audit requirements.

Responsibilities

• Perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures.
• Drive remediation of issues by engaging appropriate resources to mitigate risk.
• Collaborate with fellow Quality Analysts to determine best practices.

Skills

Qualitative and quantitative analysis

Strong communication skills

Critical thinking

Excel skills

Tools

ACES tracking system

Job description

Overview

Join our Client Onboarding & Service (COS) - Global Quality Management team for Commercial Card Client Service to monitor client interactions and provide independent reviews of employee actions and business processes. Bring your expertise in quality assessments to drive remediation and ensure adherence to Standard Operating Procedures. Unlock your potential for career growth and make a significant impact on our quality management strategies.

As a Quality Analyst within the COS - Global Quality Management team for Commercial Card Client Service, you will monitor client interactions and provide independent reviews of employee actions and business processes. You will perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures, enter quality reviews into ACES for tracking and reporting, and promote remediation of issues by engaging appropriate resources to mitigate risk with urgency. You will articulate key findings to Client Operations business partners and senior leaders, escalating issues as needed, and provide feedback on quality performance metrics and regular reporting to the LOB. You will collaborate with fellow Quality Analysts to determine best practices, identify gaps in the audit process, and present improvement plans to management. You will keep abreast of current regulatory requirements applicable to responsibilities, develop strong knowledge of operational processes, and participate and/or lead quality-related projects.

Job Responsibilities

• Perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures.
• Enter quality reviews into ACES for tracking and reporting.
• Drive remediation of issues by engaging appropriate resources to mitigate risk with urgency.
• Articulate key findings to Client Operations business partners and senior leaders, escalating issues as needed.
• Provide feedback on quality performance metrics and regular reporting to the LOB.
• Collaborate with fellow Quality Analysts to determine best practices.
• Identify gaps in the audit process and present improvement plans to management.
• Keep abreast of current regulatory requirements applicable to responsibilities.
• Develop strong knowledge of operational processes.
• Participate and/or lead quality-related projects.

Required Qualifications, Capabilities, and Skills

• Ability to execute qualitative and quantitative analysis and draw conclusions.
• Strong communication and negotiation skills; ability to present findings independently.
• Ability to review documentation and provide summary overviews and trending analysis.
• Demonstrate critical thinking skills, solve problems creatively, and meet deadlines.
• Control-focused to ensure output meets audit requirements.
• Adaptable, flexible, and able to deal with ambiguity.
• Strong Excel skills.

Preferred Qualifications, Capabilities, and Skills

• Experience in Financial Services, Risk Management, or Wholesale Payments is a plus.
• Familiarity with ACES tracking and reporting systems.
• Experience in quality management or audit processes.
• Advanced problem-solving and analytical skills.
• Strong ability to build relationships and influence others to achieve desired outcomes.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.