Quality Specialist_Senior Team Member

Quality Specialist_Senior Team Member

Job Description:

A Quality Specialist III within the Call Monitoring Quality Performance Management Team is responsible for reviewing and monitoring the operational aspects to ensure quality and consistency are achieved throughout Collections.  Quality Specialists are the first line of defense to identify and raise process gaps, trends and opportunities and recommend process improvements.  Quality Specialists execute quality evaluations to test the effectiveness of regulatory compliance and policy and procedure.  A Quality Specialist works closely with the Quality Team Leaders and Business Partners to ensure departmental quality standards are met. In addition, Quality Specialists are required to complete ongoing training and certification requirements and meet high quality standards to continue performing in this role. 

Primary responsibilities will include:

• Perform quality evaluations executing against an established set of criteria
• Review and verify that all the correct and required documentation is present when required
• Work with limited supervision and meet performance related standards and goals for quality and productivity
• Successfully complete all required training on time
• Immediately identify errors and follow the proper escalation process
• Assist in the identification and escalation of process related issues and improvement opportunities
• Effectively communicate with Team Leader and Business partners as needed 
• Complete all work as it’s assigned to meet service levels and Legal/Compliance requirements
• Partner with the Leadership team to identify and implement process/procedural enhancements
• Create and maintain open communication with Peers, the Leadership team, and other Lines of Business 

 Qualifications

• Minimum 1-2 years current collections experience required
• Thorough knowledge and experience with CCB Collections Policies and Procedures (CARD, Overdraft, or Auto Collections) experience required 
• Knowledge using relevant Business systems (First Support, Recovery One, Mainframe, TSYS, ICAF & ICP)
• Proficient with WebStats & SharePoint required
• Ability to manage multiple projects simultaneously with a sense of urgency to deliver quality results while working collaboratively  
• Strong analytical and statistical proficiency and problem-solving skills 
• Working knowledge of quality principles
• Strong verbal and written communication skills
• Advanced proficiency with computer functions with MS Office Suite strongly preferred
• Excellent attention to detail and quality to identify and raise any inaccuracies or omissions within documentation
• Proven ability to work in a fast-paced high-volume environment
• Must demonstrate integrity, high morale, and a positive attitude
• Effectively and professionally represent yourself, your business, your manager and most importantly JPMC with the highest of standards
• High School Diploma or equivalent required, Bachelor’s Degree preferred
• Bilingual preferred