QA Specialist, Service Desk — Workplace Solutions

Fairygodboss; Columbus (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

JPMorganChase Workplace Solutions seeks a Quality Assurance Specialist to improve the Service Desk's call and written interactions in Columbus, Ohio. You will monitor calls and tickets, analyze trends, and influence training materials to boost participant experience.

Ideal candidates have 2–3 years in a Call Center/Service Desk, strong communication skills, and a proactive, independent work style. Onsite role with collaboration across teams and stakeholders.

Qualifications

• 2-3 years of experience in a Call Center and/or Service Desk environment.
• Strong verbal, written, and interpersonal communication skills.
• Demonstrated commitment to exceptional customer service and a participant-first mindset.
• Self-starter with strong ownership mindset (starter/finisher), able to work independently.
• Excellent listening, analytical, and problem‑solving skills with attention to detail.
• Strong time management skills; ability to multitask effectively in a fast‑paced, team environment.
• Ability to work effectively with stakeholders at all levels (inside and outside the organization).
• Proficiency with Microsoft Office: PowerPoint (basic), Word (intermediate), Excel (intermediate/advanced).

Responsibilities

• Participate in the design and maintenance of call and ticket monitoring formats, scorecards, and quality standards.
• Perform call and ticket monitoring; provide trend analysis and insights to Service Desk Team Leaders and Managers.
• Identify and elevate system issues impacting participant experience and operational outcomes.
• Identify and elevate procedural trends and recurring defects; recommend corrective actions.
• Partner with the Knowledge Manager to: Request updates to Knowledge Articles and creation of new articles.
• Use the quality monitoring/data management system to compile and track performance at individual and team levels.
• Provide actionable insights to internal support groups, including ad-hoc call/ticket reviews.
• Coordinate calibration sessions to align evaluation standards across leaders and QA.
• Deliver structured feedback to Team Leads and Managers; provide coaching sessions to Service Desk Analysts.
• Prepare, analyze, and deliver quality KPI reporting.

Skills

Call Center experience

Customer service

Verbal communication

Written communication

Interpersonal skills

Time management

Multitasking

Stakeholder management

Analytical thinking

Problem solving

Microsoft Office

Education

Bachelor's degree (preferred)

Tools

PowerPoint

Word

Excel

Jira/Atlassian

Job description

JPMorganChase Workplace Solutions seeks a Quality Assurance Specialist to improve the Service Desk's call and written interactions in Columbus, Ohio. You will monitor calls and tickets, analyze trends, and influence training materials to boost participant experience.

Ideal candidates have 2–3 years in a Call Center/Service Desk, strong communication skills, and a proactive, independent work style. Onsite role with collaboration across teams and stakeholders.