cib - client service Analyst - ms cebu ecc ops qualityJPMorgan Chase

Job Description : To create a requisition to fulfil the ECC's analytics, scorecard, project management, change management and process improvement needs by partnering and collaborating with managers and stakeholders within and outside the Merchant Se Job Description : To create a requisition to fulfil the ECC's analytics, scorecard, project management, change management and process improvement needs by partnering and collaborating with managers and stakeholders within and outside the Merchant Services work streams for the benefit of our merchants, our employees and the business. He/she will have the following duties and responsibilities. Sustain the sampling and auditing mechanism for the second review which serves as the basis of the Team members' 50% monthly scorecard. These data will also be used for Quarterly, Mid Year and Year End Rating Discussion. Liaise between Knowledge Group, Readiness Team, Quality Team and Operations Leaders for any Procedural updates and Tool enhancements thru a Bi-Monthly Conference. Serves as the Automated Compliance Evaluation System (ACES) SME and Point of contact for training and enhancements. This tool is used for the uploading of evaluations for Account Maintenance cases. Responsible for the onboarding of new joiners to the said tool as well as computing and finalizing the AMT Agents Quality End of Month Scorecard. Work on the alignment of procedural and exception finding gaps between Merchant Control Management Team and the Centralized Ops Quality Team and facilitate the calibration sessions with the Domestic and Offshore Teams. Consolidate, reconcile and communicate Business Intelligence feedback and Propose action plans that are Win-Win Strategies for our Employee and Merchants. Provide reporting solution and analytics based on business needs and requirements by retrieving information from various data sources utilizing all available tools in MS and deliver reports but not limited to Monthly MBRs. Provides support and training to new joiners to ECC through QA Talk as well as create and execute the training plan for new Quality Specialists including Quality Certification per segment as well the escalation point for the MS Cebu Quality Team. Serve as the Point of Contact for the Customer Experience Attributes for revision, alignment, calibration and training. Handle special projects and tasks as assigned by Management 'Diversity, Equity and Inclusion are the cornerstones of our culture at JPMorgan Chase. We embrace diversity, recognize that diverse talent strengthens our workforce and is linked to our success. We are bound to a culture of openness, meritocracy and believe in giving everyone an equal opportunity to succeed while bringing their whole & authentic selves to work. 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. We believe different perspectives add strength and creativity to the work we do and results in enhanced client & employee experience. If you are passionate, curious and ready to make an impact, we are looking for you to help us grow and position our businesses for the future.'
Monster

Cebu City, Cebu
Permanent
Full-time