Quality 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

Join a dynamic team dedicated to upholding the highest standards in banking compliance and customer experience.

The Sales Support Team is dedicated to maintaining oversight of the firm’s compliance with US Banking Laws, Policies, and regulations, helping to protect the bank’s reputation by ensuring customers receive the best possible service experience.

As a Quality Specialist III within the Sales Support Team, you will be responsible for monitoring customer phone interactions with US Home Lending Advisors, utilizing business-approved quality checklists and job aids to assess and enhance service standards.

Job 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

Required qualifications, capabilities, and skills:

• Minimum 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.

Preferred qualifications, capabilities, and skills:

• Must be analytical with the ability to quickly assess situations, resolve complex issues and exercise independent judgement
• Must exhibit keen attention to detail and work with sense of urgency
• Must have exceptional time management and organizational skills
• Must have appreciation of controls and quality issues; ability to quickly comprehend information from oral to written documentation
• Strong written and verbal communication skills
• Knowledgeable in Microsoft Office application, i.e.: Word, Excel, Power Point

Internal Application Eligibility Requirements

TENURE:

• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

• Meets satisfactory performance standards as defined by the firm.

You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in Employment of Relatives / Employees in Personal Relationships Policy - Firmwide.

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in Applying for Internal Positions Standard - Firmwide. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s HR Policies and Guidelines.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.