JPMorgan Chase Quality Analyst - Indianapolis, IN in Indianapolis, Indiana

Centralized Transaction Operations (CTO), aligned under Consumer and Community Banking Operations, provides a wide range of global operational support and services for Consumer and Community Banking, Commercial Banking, Corporate and Investment Bank, Asset Management and Credit Card customers. CTO has approximately 4,900 employees. Under the direction of Group Manager Lew Fischer, CTO is committed to a culture of Continuous Improvement – on behalf of the firm, shareholders, and foremost, customers – as achieved through a structured business planning and execution model. An ongoing focus for the organization is Five Keys to a Great Customer Experience and our Journey to Customer Obsession.

Service & Resolution(S&R) is one of the core functions of CTO. S&R is a critical partner to Commercial Banking, Consumer & Community Banking (CCB) and the Corporate & Investment Bank (CIB), and works closely with internal CTO partners. S&R provides a variety of service operational and financial controls, as well as compliance assurances, to mitigate risk for our customers and the company. S&R includes a number of Centers of Excellence that are recognized company-wide for their exemplary service and support.

Role Summary

In this position, you will work daily with other Quality Analysts, Department and Team Managers to review, test, and maintain data quality assurance needs in a high volume production environment. Effective decision making, communication and daily maintenance of quality test data is necessary to improve the Quality Assurance agenda through coaching and development of staff.

Essential Duties & Responsibilities:

  • Complete systemic quality monitoring in Retirements Services Systems as well as non-system quality monitoring

  • Complete quality reviews and provide effective feedback on quality results

  • Complete Targeted Monitoring on specific criteria as needed or when requested

  • Responsible to communicate individual and team based training and developmental opportunities

  • Lead special projects as needed

  • Maintain Quality Assurance Program and Procedure documents

  • Communicate changes within the Quality Program with the Leadership team

  • Prepares and presents Quality Assurance results and opportunities to teams

  • Facilitate different types of meetings (staff meetings, calibrations)

  • Compile data, trending results and make recommendations for change

  • Proactively review procedures for updates or enhancements

  • May assist with Quality and Ad Hoc reports for Quality and Operations

  • Identify gaps and recommend system, process, and or procedural enhancements for improvements

  • Development of existing and new QA staff through training and sample review

  • Maintain regular communication with QA team members to address opportunities

  • Provide support for both internal and external audits

  • Action Plan support

  • Strong interpersonal skills, with ability to negotiate, influence and collaborate with Key Stakeholders

  • Independent decision making and critical thinking

  • Ability to manage expectations and deliver results

  • Detail oriented with ability to work in a fast-paced environment

  • Strong Excel, Access Database, PowerPoint, and Word skills needed

  • High-school diploma or equivalent is required: some college experience preferred

  • At least 1 year of experience in an Operations area is preferred

  • Requires excellent verbal, non-verbal and written communication skills

  • Demonstrates time management and organizational skills

  • Demonstrates Leadership skills and flexibility

  • Self-motivated, proactive, results oriented, problem solving ability

  • Preferred Experience:

  • Demonstrated ability to provide effective coaching and feedback on identified quality trends, performance

  • Knowledge of the Quality process

  • Good presentation skills

  • Strong influence, communications skills (oral/written), and facilitation

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.