cib - client service analyst - solution center global Quality Management - team lead (individual contributor), manilaJPMorgan Chase

Job Description:
Job Description
The Analyst will be part of Quality Management for the Global Client Support Team responsible for monitoring client interactions across all regions and will provide independent review of employee actions and business processes.
The Quality Analyst is responsible for the following:
· Measure client experience as well as compliance to business requirements.
· Review voice/email interactions and provide verbal or written coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
· Ensure adherence for an end to end support model.
· Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies.
· Drive tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
· Support agent readiness for new hires or addition of skills/products with targeted monitoring, coaching evaluations and knowledge certification.
· Perform live monitoring via Rapid Targeted Monitoring program for specific call types or business questions in order to quickly bubble up issues or trends.
· Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.
· Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders.
· Participate in Product Listening sessions and become the voice of the client to drive product enhancements.
· Shift schedule: APAC
Qualifications:
· In-depth understating of quality practices and methodologies
· Working knowledge of USD Clearing, ACH, Multicurrency and JPMorgan ACCESS products
· Proven analytical thinker with ability to identify, analyze, and solve problems in a thoughtful manner with diplomacy and professionalism
· Proven process improvement skills and knowledge
· Excellent verbal and written communication skills, with the ability to provide effective coaching to agents as well as present complex and sensitive issues to management in a persuasive manner
· Enthusiastic, self-motivated, effective under pressure
· Proven ability to build strong relationships with key stakeholders, desire to learn quickly, be flexible and think strategically
· Proven ability to multitask as well as assess and change priorities
· Ability to work well individually, and in teams, share information, support colleagues and encourage participation
· Vocal and innovative advocate of client/employee experience
· Strong proficiency and knowledge of MS Office Excel, PowerPoint and SharePoint
· Proven problem solving skills
· Extensive business or product knowledge and/or two years of quality management experience
· Demonstrated statistical process control knowledge and skills
About Us:
JPMorgan Chase & Co., 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. 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.
About the Team:
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
JPMorgan Chase

Metro Manila
Permanent
Full-time