Quality Assurance Specialist — Service Desk, Workplace Solutions

JPMorganChase; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

JPMorganChase Workplace Solutions in Columbus, OH is seeking a self-driven Quality Assurance Specialist to join the Service Desk team onsite. You will monitor calls and ticket interactions, assess professionalism and accuracy, and help improve quality processes and training materials to enhance the participant experience.

The role collaborates with Knowledge Management, Team Leaders, and managers to design monitoring formats, deliver KPI reporting, and provide coaching and actionable insights.

Qualifications

• 2-3 years of experience in a Call Center and/or Service Desk environment.
• Strong verbal, written, and interpersonal communication skills.
• Self-starter with 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 update Knowledge Articles or create new ones when gaps are identified.
• 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 when requested.
• Coordinate and facilitate 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 as needed.
• Prepare, analyze, and deliver quality KPI reporting (recurring themes, quality drivers, coaching outcomes).

Skills

Call Center/Service Desk experience

Communication skills

Self-starter

Analytical/problem-solving

Time management

Stakeholder collaboration

Organizational skills

Ownership mindset

Education

Bachelor's degree (preferred)

Tools

PowerPoint (basic)

Word (intermediate)

Excel (intermediate/advanced)

Jira/Atlassian tools (preferred)

Job description

JPMorganChase Workplace Solutions in Columbus, OH is seeking a self-driven Quality Assurance Specialist to join the Service Desk team onsite. You will monitor calls and ticket interactions, assess professionalism and accuracy, and help improve quality processes and training materials to enhance the participant experience.

The role collaborates with Knowledge Management, Team Leaders, and managers to design monitoring formats, deliver KPI reporting, and provide coaching and actionable insights.