Quality Specialist III

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

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.

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.

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.