Job Uodate: Quality Analyst Vacancy at JP Morgan

Overview:

JP Morgan is hiring an experienced Quality Analyst Payments Solution Center at their Mumbai location. You will perform live monitoring via Rapid Targeted Monitoring program for specific call types or business questions in order to quickly bubble up issues or trends.

Apply Before: 15/01/2024, 15:16

The complete details of this job are as follows:

Roles and Responsibilities

• Measure client experience as well as compliance to business requirements.
• Review voice/email interactions and provide verbal or written coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
• Ensure adherence for an end to end support model.
• 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 targeted monitoring, coaching evaluations and knowledge certification.
• Perform live monitoring via Rapid Targeted Monitoring program for specific call types or business questions in order to quickly bubble up issues or trends.
• Partner with Supervisors and Managers 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.
• Identify high and very high Personally Identifiable Information (PII) and or sensitive details within email exchange
• Ensure all outgoing external emails adhere to the global compliance procedure
• Shift schedule: EMEA/ WHEM

Required Qualifications, Skills and Capabilities

• 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 their review 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
• Flexibility to support adjustments to work schedule
• Had experience to manage staff is a plus
• Knowledge on ACH, USD Wires/SWIFT and international payment conventions/practices is a plus.

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