cib - global Quality Management; quality associate iJPMorgan Chase

Job Description:
The Quality Associate will be part of Quality Management for the Global Client Support Team; and will be responsible for managing the QA team, ensuring adherence to monitoring client interactions across all regions and providing independent review of employee actions and business processes.
The Quality Manager is responsible for the following:
Integrate, learn, and start building your career with us on Day 1
Develop a relationship with your team and stakeholders; be proactive in identifying problems and themes; create a repertoire/cadence with follow-ups and issue escalations; recommend/implement service enhancements where appropriate.
Start interacting with other teams to collaborate and problem-solve; be empowered to initiate change to further drive superior service improvements and product offering
Become familiar with our industry with a thirst for learning new products
Concentrate on developing a risk appetite to prevent and protect the firm and our clients
Adhere to the department policies and procedures for client requests
Share your knowledge and become a mentor to help your team succeed
Engage professionally in person, emails and on the phone to assist with every client need or issue
Work independently and in a team environment to maximize productivity in a most efficient manner
Investigate root causes of process inefficiencies and make proposals on opportunities for process improvement
Build in-depth understanding of the client's organization, business priorities, culture and operating model and determine how best to leverage our products and capabilities to continuously add value for the client
Actively seek opportunities to lead and contribute to initiatives outside immediate area of responsibility
Exhibit a positive, can-do attitude with inquisitive curiosity
Take ownership, act with a sense of urgency and exceed expectations by over-communicating
Establish strong relationships with internal partners and across various functions
Ensure business continuity by strategically planning staffing and coverage on all GQM related processes
Facilitate calibration & periodic quality analysis with the Quality Management staff and Production Managers/Team Leaders
Assist with adhoc tasks such as but not limited to Rapid Targeted Reviews for specific call types or business questions in order to quickly bubble up issues or trends
Shift schedule: EMEA/WHEM
Qualifications:
3+ years of experience in quality management, customer service or operations, preferably with work experience primarily in banking or the financial service industry
College degree preferred
A strong aptitude for strategic thinking and tactical execution
Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet tight deadlines
Excellent verbal and written communications skills; able to effectively communicate clearly and concisely
Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners
Ability to use data to create metrics and reporting
Proficient in MS Office (Excel, PowerPoint, Word)
In-depth understating of quality practices and methodologies
Ability to quickly adapt and learn new products and technologies
Ability to work in a fast paced performance driven environment
Ability to provide effective coaching to team members as well as present complex and sensitive issues to management in a persuasive manner
Detail-oriented; thorough in their review and able to follow through to resolution
Ability to multi task while working under minimal supervision
Ability to build strong relationships with key stakeholders, desire to learn quickly, be flexible and think strategically
Exhibits ability to work effectively in a team environment
Flexibility to support adjustments to work schedule
Had experience to manage staff is a plus
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