As a Quality Assurance Associate you will be 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 you will be required to complete quality assurance reviews on our manual processes & procedures, to determine their effectiveness. This will in turn determine if the affiliated controls are robust. The role will involve listening to calls, reading chats, reviewing cases and checking them against the underlying processes and procedures to complete a direct assessment.
When required, you will provide updates in monthly alignment meetings on the learnings that will be shared with the team leads and senior leadership. You will provide support to the quality assurance team leads by reporting weekly / monthly requirements and calibration sessions.
Job Responsibilities
- Perform quality assurance on defined samples of cases per, day / week / month
- Setup and maintain regular reporting for team leads and senior leadership
- 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
Required qualifications, capabilities, and skills
- Experience within the Financial Services industry, focused on retail banking products, credit cards with retail customers and products
- Quality Assurance background and experience with quality assurance on call/ chat interactions
- Ability to identify and articulate new or emerging risks to the business, getting to the why as efficiently as possible
- Detail oriented and a disciplined approach to process and quality controls
- Strong documentation skills to clearly articulate results of testing
- Excellent organisation and communication skills
- Proficiency in MS Excel, documentation and metrics
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J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.