Quality monitoring sr. specialist - employee digital & service experienceJPMorgan Chase

Job Description:
The Quality Monitoring Team is responsible for evaluating risk and establishing streamlined and consistent controls across the global recruiting teams as well as evaluating processes to provide improved efficiencies as part of the control process. The team is responsible for sustained compliance based on firm guidelines and analyzing formal monitoring results to self-identify issues and corresponding global solutions. The employee will primarily be responsible for activities involving quality control and assurance for the recruiting function, to include: case reviews, case monitoring, referral monitoring, and review of case errors and escalated issues to determine root cause, and identification and analysis of performance gaps/trends that occur within the recruiting systems.
Key Responsibilities: Performs higher-complexity controls functions but not limited to the following:
Resolution of exceptions and escalations related to consent order and Anti-Corruption compliance
Conduct end user testing of recruiting controls for global recruiting - cross-trained for all tasks and queues and risk and control testing including Audit walk through
Tier 2 support for HR referral queries and Mailbox escalation point of contact
Handle cases and notifications for potential HORC violation (hiring of referred candidates)
Respond to inquiries (both email and phone queries) from Audit, Compliance, Oversight & Controls and other internal partners like GACC
Conduct quality monitoring reviews at a high volume and pace for the services supported - Deliver accurate data to meet audit requirements.
Understand and identify error trending and effectively communicate results and coach staff to ensure quality standards and excellence
Work assignments require information interpretation, decision making, prioritization and would entail a detailed and thorough analysis to resolve
High levels of interaction with global and regional partners and other stakeholders and provide consultative support to the Recruiting Teams
Troubleshoot problems, recommend solutions and determine root cause in order to prevent future occurrences
Perform quarterly end-to-end quality reviews and accurately document results
Complete all assigned tasks & deliverables in a timely and thorough manner & provide feedback accordingly
Recognize and report process or procedural gaps noted in quality reviews and monitoring processes
Basic Qualifications:
Minimum 1 year's experience in any back-office role in a quality-driven environment (i.e. Control Services, QA, Project Management, HR) required
Possesses a Control-mindset and detail oriented
Comfortable working with Excel and has Digital-mindset
Ability to manage well in a high pressure and fast paced environment
Disciplined, self-motivated, and delivery-focused individual
Detail-oriented with the ability to make sound decisions based upon outlined processes and/or procedures
With an exceptional focus on customer service and meeting deliverables
Excellent analytical, problem solving and time management skills
Experience in a recruiting environment or in recruiting a plus
Research capabilities & professional communication skills (spoken & written) with all levels of peers & management required
Comfortable working in a highly evolving environment, with inclination towards reporting and technology
Amenable to following a core mid-shift schedule but flexible to shift changes, as business needs, reporting in Cebu IT Park
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:
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.
Everything we do as a firm hinges on our ability to hire, empower and retain the best people. Human Resources plays an integral role in designing, implementing and managing people strategies, using the latest in data analytics and technology to deliver industry-leading services. This includes Talent Acquisition, Training, Talent Development, Career Management, Diversity, Compensation & Benefits, Employee Relations, Technology, Finance and HR Service Delivery.
JPMorgan Chase

Cebu
Permanent
Full-time