JOB DESCRIPTION

Job Summary

As a Quality Specialist on team, your primary responsibility will be to review interactions to determine if the information provided to the banker or customer was correct, complete and compliant. This includes ensuring that information provided is consistent with documented policy and procedures found in Chase Answers or other internal resources. This includes evaluating procedures that are tied to compliance and governmental regulations. In addition, the QA specialist should recognize what great interactions look like for each medium of service and recognize when to escalate for undocumented situations.

As a Quality Specialist III you are also held accountable for analyzing results and escalating process gaps to your Manager. Responsibilities will include managing productivity and may include light project work. You must stay current on all policies and procedures to incorporate that knowledge into thorough reviews and adapt to changing requirements while ensuring consistency and accuracy.

Job responsibilities:

• Evaluating phone and e-mail interactions for Banker Support, Business Banking Operations and the Targeted Monitoring Team to determine the quality of customer and banker service provided
• The Quality Analyst is responsible for meeting accuracy and productivity goals
• Completing evaluations to determine if policies, procedures and regulatory guidelines were followed and may require critical thinking
• Enters evaluation information accurately and timely for tracking and reporting
• Identify gaps in processes and recommend system, process, and or procedural improvements
• Participate in or host calibration sessions
• Collaborates effectively and treats all colleagues and business partners with respect
• May be cross trained to perform evaluations on other subject matter

Required Qualifications, Capabilities & Skills:

• Minimum of one year of branch, customer service or call center experience a plus
• Excellent communication and personal skills
• Problem solving, analytical, technical, and research skills
• Able to adapt to changing requirements while maintaining high quality of work
• Excellent attention to detail and concern for all aspects of the job
• Must be proficient with Chase Answers
• Experience with SharePoint and WebStats is a plus

Preferred Qualifications, Capabilities & Skills:

• Evaluating phone and e-mail interactions for Banker Support, Business Banking Operations and the Targeted Monitoring Team to determine the quality of customer and banker service provided
• The Quality Analyst is responsible for meeting accuracy and productivity goals
• Completing evaluations to determine if policies, procedures and regulatory guidelines were followed and may require critical thinking
• Enters evaluation information accurately and timely for tracking and reporting
• Identify gaps in processes and recommend system, process, and or procedural improvements
• Participate in or host calibration sessions
• Collaborates effectively and treats all colleagues and business partners with respect
• May be cross trained to perform evaluations on other subject matter

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.