JPMorgan Chase Bank, NA Hiring for Customer Service QA Analyst Cards Job at Bangalore Full Time

The QA Analyst is responsible for ensuring our operations team, meet our Consumer Duty obligations and deliver a fair customer outcome for our clients on an ongoing basis. To achieve this the QA Analyst will be required to complete QA reviews on our manual Processes / Procedures, to determine the effectiveness of the Process / Procedure. This will in turn determine the effectiveness of the Process / Procedure and the affiliated controls. The roles will involve listening to calls, reading chats, reviewing cases and checking them against the underlying processes and procedures to do a direct assessment.

Responsibilities:

• Perform quality assurance on defined samples of cases per, day / week / month.
• Participate in and lead team discussions on the calibration of findings and build consensus.
• Track and review Quality Assurance observations.
• Trigger point for process improvements.
• Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients.
• Ensure risks & issues are escalated appropriately within the governance structure.

Skills:

• Experience within the Financial Services industry, focused on retail banking products, credit cards.
• Quality Assurance background is a must.
• Detail oriented and a disciplined approach to process and quality controls.
• Strong documentation skills to clearly articulate results of testing.
• Excellent organization, written and oral communication skills.
• Proficiency in MS Excel, documentation and metrics.
• Strong teamwork, partnership, and collaboration.

Qualification

• Postgraduate/ MBA (or bachelor’s degree preferred).
• Experience in the financial service industry with retail banking customers and products.
• 4 + years experience in QA.
• Experience with call / chat interactions QA reviews.

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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.