Workplace Solutions - Quality Assurance Specialist (Service Desk)

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

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-focused Quality Assurance Specialist to join the JPMorganChase 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 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 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 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)

Preferred / Nice To Have

• Bachelor's degree (preferred, not required).
• Experience with Jira and/or Atlassian tools.
• 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.

About Us

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.