Join the Human Resources Oversight and Control team which supports various activities related to Controls and Quality Programs across various HR activities for the 265,000+ employees of JPMorganChase working in 60+ countries.
As a Quality Analyst in the HR Quality Assurance team, you will be primarily responsible for activities involving quality control and monitoring, testing and evaluation for the various HR functions. This may include case reviews, case monitoring, referral monitoring, audits, Access Provisioning and other Control related evaluations and review of case errors and escalated issues to determine root cause, and identification and analysis of performance gaps/trends that occur within the HR systems. It is critical to follow strict guidelines to ensure consistency in investigation and documentation of the reviewed cases/calls. As a Quality Analyst, you will be highly detailed with the ability to make sounds decisions based upon outlined processes and/or procedures, ask probing questions, ensure standard operating procedures are followed and exercise the tasks with reference to set policies and procedures for the HR Service Area being supported.
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Job Responsibilities
- Conduct Quality Monitoring and other Control Related reviews and evaluations at a high volume and pace with minimal errors by ensuring a consistent and efficient quality methodology is applied across cases to reach monthly target review goals.
- Understand and identify error trending and effectively communicate results and coach staff to ensure quality standards and excellence and effectively manage escalations and support quality testing team.
- Perform regular end-to-end quality reviews for multiple processes and accurately document results; ensure global quality methodology approach is consistent & efficient and is applied across Calls / Cases, Regions, Operational Services.
- Document and evaluate internal quality, controls and testing results; recognize and report process or procedural gaps noted in quality reviews and monitoring processes.
- Work with stakeholders and their managers to resolve exception items timely and accurately. Additionally, effectively partner with team members, line of business management and business partners to review process defects with investigators and communicate best practices that drive quality.
- Evaluate quality results and measure accuracy across all critical and experiential areas, providing recommendations for coaching, communication, process improvement strategies, & communicate best practices that drive quality.
- Work closely with manager to take direction and to execute on deliverables by facilitating/participating in calibration sessions within the team and with Service Areas supported.
- Identifying, escalating, monitoring and measuring control evaluation results in accordance with firmwide control programs, processes and all reporting requirements.
- Review the issue validation work performed by the team to assess that action plans were closed appropriately; the enhanced controls are sustainable and address the risk identified.
- Be the point of contact of all processes in Quality Monitoring including reporting and admin tasks.
Required qualifications, capabilities, and skills
- 2+ years of experience in Quality assurance / monitoring / controls / Quality within Operations, HR, or other areas
- Experience using Quality/ CORE (Control and Operational Risk Evaluation)/ Auditing tools
- Intermediate decision making and judgment based on outlined processes or procedures which is used to determine and support Risk, Controls, and quality Monitoring
- Intermediate MS office suite skills (Excel, Word, PowerPoint, Teams, etc.) and intermediate skills with SharePoint
- Exposure in reports creation (qualitative and quantitative) in current or previous roles and can translate gap analyses to reports (i.e., executive summaries)
- Ability to translate complex ideas and solutions into simple concepts, & identify and address risks; fosters an environment where issues are escalated timely
- Excellent verbal / written communication and interpersonal skills with the ability to engage and influence staff at all levels
- Demonstrated ability to be a collaborative team player with intermediate interpersonal and client support skills to allow for independent work but rely on team efforts
- Ability to manage well in a high pressure and fast paced environment and execute responsibilities in a highly regulated and process driven atmosphere
- Able to follow strict guidelines to ensure consistency in investigation and documentation of the reviewed assigned work
- Intermediate analytical, problem solving and research skills and customer focus, de-escalation skills.
Preferred qualifications, capabilities, and skills
- Bachelor's degree
- Broad knowledge of HR products, services, and procedures preferred
- Proven ability to prioritize, manage time, follow-up on issues and ensure timely resolution and multi-task in a demanding environment
- Proactive mindset when troubleshooting problems, recommending solutions, and considering root cause to prevent future occurrences
- Strong organizational skills and attention to detail
- Ability to adjust schedule as needed to support our clients around the globe to meet business needs and achieve overall goals
- Proven people management and conflict resolution skills
Applicants must be authorized to work for any employer in the U.S. We are not able to provide immigration sponsorship or take over sponsorship of an employment Visa at this time.
This role does not provide relocation assistance so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hiring.
Final Job Grade level and corporate title will be determined at time of offer and may differ from this posting.
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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.