Join our dynamic team at J.P. Morgan in Warsaw, where we're expanding our business and investing in innovative ways to engage customers. We're seeking Quality Assurance Associates who are eager to contribute to the development of digital products and services in a start-up atmosphere, backed by a global leader in financial services. Our team is committed to creating engaging, relevant content and designing it for measurable, consistent reuse. We value a strong company culture and are looking for intellectually curious, honest, passionate, and motivated team members. Be part of this exciting chapter in our business growth.
As a Quality Assurance Associate within our Corporate Functions team, you will be responsible for reviewing customer interactions to ensure adherence to Compliance and Line of Business Policies and Procedures. You will have the opportunity to analyze results, identify process gaps, and recommend potential process improvements. This role provides an exciting opportunity to be part of a dynamic team, working on innovative digital products and services in a start-up atmosphere, backed by one of the leading financial services providers worldwide.
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Job Responsibilities
- Review Customer interactions via phone, chat or transactional evaluations to determine adherence of Compliance and Line of Business Policies and Procedures.
- Assigns a monthly sample of interactions and are required to meet production goals, accuracy requirements, in addition to attending scheduled meetings and calibrations.
- Analyses results and potentially identify process gaps, trends, opportunities and recommending potential process improvements.
- Provides feedback and coaching to help develop and motivate employees on future enhancements.
- Performs quality assurance on defined samples of completed interactions and complete team member assessments on other cases
- Setups and maintains regular reporting for team leads and stakeholders
- Participates in and lead team discussions on the calibration of findings and build consensus
- Fosters a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients
- Ensures risks & issues are escalated appropriately within the governance structure
- Tracks and reviews Quality Assurance observations
- Ensures Risk and Controls policies and guidelines are adhered to
Required qualifications, capabilities and skills
- German language B2 level is required
- English language B2 level is required
- Bachelor's degree
- Experience in the financial service industry with banking customers
- Relevant experience in QA especially with QA/QC of call/ chat interactions
Preferred qualifications, capabilities and skills
- Quality Assurance background preferred
- Prior QC or QA and customer service experience. BaFin regulations experience is an additional asset(preferred).
- Credit product Onboarding/ Appeals
- other European language will be an asset
- Experience in the financial service industry with banking customers
- Relevant experience in QA especially with QA/QC of call/ chat interactions
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ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
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.