JPMorgan Chase & Co. is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through delightful interactions with digital products and experiences. Our team is at the heart of driving this transformation, focused on developing innovative offerings that put the customer at the center. We believe that engaging, relevant and contextual content is at the heart of personalized customer experiences. We're also committed to designing content for reuse in a way that's measurable and consistent.

We are seeking candidates who want to be part of building digital products and services across the globe in a start-up atmosphere, backed by one of the leading financial services providers worldwide. Join us in Warsaw as we embark on this exciting chapter in the continued growth of our business.

Culture is important to us and we are looking for intellectually curious, honest, passionate, and hungry individuals who are motivated to use and expand their skills, while working on a new and exciting venture.

Role And Responsibilities:

In this position as a Quality Associate, you will be responsible for reviewing Customer interactions via phone, chat or transactional evaluations to determine adherence of Compliance and Line of Business Policies and Procedures. You will be assigned a monthly sample of interactions and are required to meet production goals, accuracy requirements, in addition to attending scheduled meetings and calibrations. You are also challenged to analyze results and potentially identify process gaps, trends, opportunities and recommending potential process improvements. You may be asked to provide feedback and coaching to help develop and motivate employees on future enhancements. Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for their results. They are able to deliver valuable feedback to push for positive changes within the businesses we support.

Responsibilities:

• Perform quality assurance on defined samples of completed interactions and complete individual assessments on other cases
• Setup and maintain regular reporting for team leads and stakeholders
• Participate in and lead team discussions on the calibration of findings and build consensus
• Trigger point for process improvements
• Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients
• Ensure risks & issues are escalated appropriately within the governance structure
• Track and review Quality Assurance observations
• Ensure Risk and Controls policies and guidelines are adhered to.

Skills:

• Experience within the Financial Services industry, especially for banking customer service
• Quality Assurance background preferred
• Detail oriented and a disciplined approach to process and quality controls
• Excellent organization, written and oral communication skills.
• Proficiency in MS Excel, documentation and metrics
• Ability to analyze complex issues concisely and communicate effectively with team management and stakeholders
• Strong teamwork, partnership, and collaboration
• Prior QC or QA and customer service experience. BaFin regulations experience is an additional asset(preferred).
• Credit product Onboarding/ Appeals
• Detailed and deadline oriented, as well as, being able to balance multiple projects simultaneously.

Qualification

• German language B2 level is required and other European language will be a preferred
• English language B2 level is required
• Bachelor's degree preferred
• Experience in the financial service industry with banking customers
• Relevant experience in QA especially with QA/QC of call/ chat interactions

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.