Service Desk QA Analyst — Elevate Participant Experience

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 52,000 - 75,000; Full time

Job summary

JPMorganChase Workplace Solutions in Columbus, OH seeks a Quality Assurance Specialist for the Service Desk to monitor calls and tickets, ensuring professional and accurate support for participants. You will help implement quality processes and improve knowledge materials.

The role focuses on maintaining high service standards, coordinating QA activities, and delivering KPI reporting to leadership. A background in call center QA and strong communication skills are essential.

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, 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.

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 escalate system issues impacting participant experience and operational outcomes.
• Identify and escalation procedural trends and recurring defects; recommend corrective actions.
• Partner with the Knowledge Manager to update Knowledge Articles and create new ones.
• Use the quality monitoring/data management system to track performance at individual and team levels.
• Provide actionable insights to internal support groups, including ad-hoc 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.
• Prepare, analyze, and deliver quality KPI reporting.

Skills

Call Center experience

Customer service

Verbal communication

Written communication

Interpersonal skills

Problem solving

Time management

multitasking

Stakeholder management

Education

Bachelor's degree

Tools

PowerPoint

Word

Excel

Jira

Atlassian tools

Job description

JPMorganChase Workplace Solutions in Columbus, OH seeks a Quality Assurance Specialist for the Service Desk to monitor calls and tickets, ensuring professional and accurate support for participants. You will help implement quality processes and improve knowledge materials.

The role focuses on maintaining high service standards, coordinating QA activities, and delivering KPI reporting to leadership. A background in call center QA and strong communication skills are essential.