Quality Specialist IV

JPMorgan Chase & Co.•Tempe, AZ

17h

About The Position

Come join the Quality team and be a driving force in ensuring procedures that are tied to compliance and governmental regulations. As a Quality Specialist IV within JPMorganChase, you will play a pivotal role in maintaining our high standards of quality and compliance. Your primary focus will be conducting meticulous quality control reviews, ensuring adherence to our internal Know Your Customer (KYC) standards, procedures, and regulatory requirements. You will leverage your computer literacy and customer service skills to analyze quality results, identify root causes, and suggest solutions to problems. Your ability to think strategically will be crucial in identifying improvement opportunities and enhancing our processes. Your work will have a significant impact on our team and contribute to our commitment to excellence in customer service.

Requirements

Demonstrated expertise in quality control processes, with a strong focus on Know Your Customer standards, evidenced by practical application and results-driven performance for a minimum of 3 years
Proficient in using computer systems and related technology for data analysis, problem-solving, and professional communication
Demonstrate ability to understand and respond to customer interactions and perceptions throughout their journey with the business
Developing proficiency in strategic thinking, with the ability to use data to understand issues and opportunities, and evaluate potential scenarios for impact and risk
Beginning proficiency in coaching, with a focus on helping others learn, grow, and achieve their goals

Nice To Haves

Beginner-level proficiency in data analytics for interpreting and utilizing data effectively
Basic mentoring skills to support team members and contribute to a collaborative environment
Understanding of automation processes to enhance efficiency and streamline operations
Digital proficiency to navigate and utilize various digital tools and platforms effectively
Knowledge of Chase Answers, Card System (C3) and Customer Assist (CA) preferred

Responsibilities

Conduct thorough quality control reviews of Know Your customer (KYC) records, ensuring compliance with global standards and documenting results in the case management system
Analyze data integrity and reliability, challenging assumptions and validating appropriateness of collected information
Identify potential challenges in the quality assurance testing process and initiate solutions to maintain efficiency and accuracy
Perform root cause analysis on key issues, risks, and trends, and propose recommendations for addressing identified deficiencies or process improvements
Assist in presenting results to stakeholders, tracking and monitoring corrections to critical defects, and ensuring alignment with the Global Quality Assurance (QA) framework