Workplace Solutions – Quality Assurance Specialist (Service Desk)

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

JPMorganChase Workplace Solutions in Columbus, Ohio is seeking a Quality Assurance Specialist to join the Service Desk team onsite. You will monitor calls and tickets, assess accuracy, and drive improvements in customer experience and process adherence.

The role emphasizes collaboration with the Knowledge Manager, analysts, and team leaders, delivering KPI insights and coaching. Prior call center/Service Desk experience and strong communication are required.

Qualifications

• 2–3 years in a Call Center or Service Desk.
• Excellent verbal and written communication.
• Strong customer service and participant-first mindset.
• Self-starter with ownership mindset and ability to work independently.
• Attention to detail, problem-solving, and analytical skills.
• Proficiency with Microsoft Office (PowerPoint basic, Word intermediate, Excel intermediate/advanced).

Responsibilities

• Design and maintain call and ticket monitoring formats.
• Perform call and ticket monitoring; provide trend analysis.
• Identify and escalate system issues impacting participant experience.
• Identify and escalation procedural trends and recurring defects; recommend fixes.
• Coordinate with Knowledge Manager to update/create Knowledge Articles.
• Use quality monitoring/data management system to track performance.
• Provide coaching and actionable insights to team leads.
• Prepare, analyze, and deliver quality KPI reporting.

Skills

Call Center experience

Communication skills

Customer service

Ownership mindset

Analytical thinking

Time management

Multitasking

Stakeholder management

Education

Bachelor’s degree (preferred)

Tools

Jira

Atlassian tools

Job description

Business/Program:JPMorganChase Workplace Solutions
Job Title:Quality Assurance Specialist – Workplace Solutions Service Desk
Location:Columbus, Ohio (onsite)
Employment Type:Full-time
Reporting To:Service Desk Manager (or designated Team Leader/Manager)
Job Family:Operations / Service Desk / Quality Assurance
Role Summary:Individual Contributor

Who We Are

JPMorganChase Workplace Solutions is a leading provider of equity compensation management solutions, offering stock plan administration software, expert support services, and integrated financial reporting tools to corporate clients and their employees worldwide. Hundreds of companies—from startups to large enterprises—choose Workplace Solutions for simplicity, agility, and value.

Our values include: Client Driven, Innovative, Team Focused, Problem Solvers, and Process Driven (Agile/Scrum).

Role Overview / Purpose

We are seeking a self-driven, customer-focusedQuality Assurance Specialistto join theJPMorganChase Workplace Solutions Service Desk team in Columbus, Ohio. This role is responsible for assessing and improving the quality and consistency of participant support delivered by Service Desk Analysts. The QA Specialist will monitor inbound/outbound calls and written interactions (email/tickets) to evaluate professionalism, technical accuracy, customer service performance, and adherence to policies and procedures.

This individual will help develop, implement, and continuously improve Service Desk quality processes, and will recommend enhancements to training and knowledge materials to improve the overall participant experience.

Key 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 escalatesystem issuesimpacting participant experience and operational outcomes.
• Identify and escalationprocedural trendsand recurring defects; recommend corrective actions.
• Partner with the Knowledge Manager to:
  • Request updates to existing Knowledge Articles when gaps are identified.
  • Request creation of new Knowledge Articles to address recurring issues or new processes.
• 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, etc.).

Required Qualifications

• 2–3 yearsof 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)

Preferred / Nice to Have

• Bachelor’s degree (preferred, not required).
• Experience withJira and/or Atlassiantools.
• Bilingual skills (a plus).
• Financial licenses (a plus: 7,63)

Job Progression / Growth Opportunity

This role will be a key contributor to the continued growth and maturity of the Workplace Solutions Service Desk quality program. The position offers broad exposure across operations, product/process knowledge, and stakeholder management, with potential growth paths into team leadership, product ownership, sales support, and client relationship roles.

Additional Notes

• The role requires prior relevant Service Desk/Call Center experience.
• Work schedule, on-call needs, and hybrid/onsite expectations to align with Columbus site standards and business requirements.