Job responsibilities

• Identify gaps and recommend system, process, and or procedural improvements
• Complete monitoring on specific process based criteria and apply critical thinking
• Provide systemic quality monitoring and analysis of processes through on-site observations (Process Surveillance)
• Compile data, trending results, and make recommendations to leadership
• Proactively review procedures for updates or enhancements
• Help to maintain quality assurance program and procedure documents
• Prepare and present quality assurance results and opportunities to operations within different types of meetings with a variety of stakeholders

Required qualifications, capabilities, and skills

• Requires excellent verbal, non-verbal, and written communication skills
• Strong interpersonal skills, with ability to collaborate with key stakeholders
• Ability to manage expectations and deliver results
• Self-motivated, proactive, results oriented, problem solving ability
• Demonstrates time management and organizational skills
• Strong Excel, PowerPoint, and Word skills
• High-school diploma or equivalent is required

Preferred qualifications, capabilities, and skills

• Bachelor's degree preferred
• Demonstrated ability to provide effective feedback on identified quality trends, process performance
• Knowledge of quality management best practices, root cause and corrective action, defect elimination
• Provide support for both internal and external audits

ABOUT US

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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 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.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.