Job Description

Come and join Quality Specialist III in  our Life Event Operations Quality group supporting quality efforts to ensure compliance with our Service members Civil Relief Act (SCRA), Chase Accessibility Services, and Military Lending Act (MLA) Ops and call center teams. 

As a Quality Specialist III, in Life Event Operation team, you will perform quality call monitor reviews on our SCRA, MLA, and Chase Accessibility Services divisions. You will perform quality call monitor reviews includes listening to calls and monitoring for actions taken on accounts for accuracy in accordance with SCRA, Chase Accessibility or MLA policy, procedure and regulatory requirements. Also you will review data on multiple systems and applications, and make analytical decisions to ensure the correct information and actions are taken for the customer. 

Job responsibilities 

Listen to calls, reviews client information, client interaction notes, and processes for quality evaluation purposes and escalates Perform quality call monitors including ensuring firm wide policy requirements, and procedures are met, reviewing data on multiple systems and applicationsMake analytical decisions to ensure customer inquiries were handled appropriately.Record quality information, issues and track for error trend purposesMeet established productivity and quality goalsFollow quality control procedures, JPMorgan Chase policy, compliance, and regulatory requirements 

Qualifications, skills and capabilities

1+ years of experience in an auto, and/or card, mortgage loan servicing environmentStrong written and verbal communication skillsDemonstrate a keen attention to detailAbility to work independently while applying competencies in routine and complex situationsAdapts to change quicklyProficient in accessing multiple systems, platforms, applications, and data sources in various environments.Strong  analytical, problem solving and decision-making skills.Strong organizational skills and have the ability to multi-task.High School Diploma or GED  

Work schedule is Monday to Friday, Recruiter will discuss the details. Some after-hours can occur depending on business needs.