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 centre. 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 as we embark on this exciting chapter in the continued growth of our business.
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Job Description
As a Quality Assurance 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 analyse 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.
Job 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
- Be a trigger point for process improvements
- Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients
- Ensure Risk and Controls policies and guidelines are adhered to and risks & issues are escalated appropriately within the governance structure
- Track and review Quality Assurance observations
Required qualifications, capabilities and skills:
- Detail oriented and a disciplined approach to process and quality controls
- Excellent organization, written and oral communication skills in German and English
- Proficiency in MS Excel, documentation and metrics
- Ability to analyse complex issues concisely and communicate effectively with team management and stakeholders
- Strong teamwork, partnership, and collaboration
- Detailed and deadline oriented as well as able to balance multiple projects simultaneously
Preferred qualifications, capabilities and skills
- Bachelor's degree
- Experience within the Financial Services industry, especially within anti-fraud / AFC / AML customer service teams
- BaFin regulations experience is an additional asset
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.