The Quality Analyst is responsible for the following:
Measure client experience as well as compliance to business requirements.
Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
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 additional adhoc reviews and knowledge certification.
Perform Rapid Targeted Monitoring for specific call types or initiatives during the pilot phase 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.
Qualifications:
Time management and organizational skills
Excellent verbal and written communication skills
Strong organizational and decision making skills
Strong analytical and problem solving skills
Ability to quickly adapt and learn new products and technologies
Ability to work in a fast paced performance driven environment
Detail-oriented; thorough in review process and able to follow through to resolution
Ability to multi task while working under minimal supervision.
Exhibits ability to work effectively in a team environment
Proficient in various desktop and internet based applications
1 year or more customer service experience in a call center environment
Knowledge on TSYS, TASAT, and Webstats is a plus.
Background in Fraud Prevention / Recovery is a plus.
Keyword: card%20services
The Quality Analyst is responsible for the following:
Measure client experience as well as compliance to business requirements.
Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
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 additional adhoc reviews and knowledge certification.
Perform Rapid Targeted Monitoring for specific call types or initiatives during the pilot phase 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.
Qualifications:
Time management and organizational skills
Excellent verbal and written communication skills
Strong organizational and decision making skills
Strong analytical and problem solving skills
Ability to quickly adapt and learn new products and technologies
Ability to work in a fast paced performance driven environment
Detail-oriented; thorough in review process and able to follow through to resolution
Ability to multi task while working under minimal supervision.
Exhibits ability to work effectively in a team environment
Proficient in various desktop and internet based applications
1 year or more customer service experience in a call center environment
Knowledge on TSYS, TASAT, and Webstats is a plus.
Background in Fraud Prevention / Recovery is a plus.
Keyword: card%20services
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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the œWELL Health-Safety Rating for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm™s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm™s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
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.
