Client Onboarding and Service Merchant Services - Quality Associate I

Job Description

Join us and be a part of a dynamic team in a fast-paced environment!

As a Quality Manager in the Client Onboarding and Service Merchant Services team, you will oversee the quality process, implement quality tests, and manage operational policies and services. You will monitor the control environment for changes that may impact testing and complete evaluation deliverables. You will also lead special projects when necessary, manage team activities, monitor performance, and ensure adherence to regulatory rules and company policies. As a Quality Manager, maintaining stakeholder relationships within Merchant Services is also part of your role.

Job Responsibilities

• Manage performance of Quality Assurance (QA) Specialists and Analysts, conducting monthly reviews using scorecards and yearly performance dimensions.
• Coach and develop Quality Specialists/Analysts for skill refinement, administering training/actions for performance improvement.
• Monitor and manage quality evaluation workloads to ensure task completion and compliance with monthly evaluation requirements.
• Recommend and implement process enhancements, including written procedures and training materials.
• Conduct quality reviews to ensure consistency and accuracy of evaluations.
• Interact with business operations, systems, and engage supporting business partners.
• Liaise with operations for procedural gaps and risks, providing insights on quality trends in Monthly Business Reviews and Toll gate Meetings.
• Participate in hiring and performance management activities for the team.
• Handle special projects and tasks as assigned by management.
• Manage implementation of Monthly Calibration sessions with QA Team and Operations Leadership.
• Disseminate important updates in team meetings.
  
  

Required Qualifications, Capabilities, And Skills

• Leadership: Effective management and guidance of QA teams, including performance reviews and skill development.
• Performance Management: Proficiency in workload monitoring, quality reviews, and improvement strategy implementation.
• Process Enhancement: Experience in recommending and implementing process improvements, along with developing procedures and training materials.
• Communication: Strong ability to interact with business partners and disseminate updates effectively.
• Analytical Skills: Competence in analyzing trends, providing insights, and managing special projects.
• Training: Expertise in creating training plans and collaborating for the upskilling of QA specialists.
• Project Management: Skill in managing calibration sessions, handling disputes, and organizing tasks efficiently.
  
  

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 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

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.