Quality Associate with German

6 dni temu

Warszawa, Polska myGwork Pełny etat

This job is with JPMorganChase, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Quality Assurance Associate

Location  Warsaw

Job Schedule  Full time

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.

Job Description

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

JPMorgan Chase & Co. is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through delightful interactions with digital products and experiences. Our team is at the heart of driving this transformation, focused on developing innovative offerings that put the customer at the center. We believe that engaging, relevant and contextual content is at the heart of personalized customer experiences. We’re also committed to designing content for reuse in a way that’s measurable and consistent.

We are seeking candidates who want to be part of building digital products and services across the globe in a start-up atmosphere, backed by one of the leading financial services providers worldwide. Join us in Warsaw as we embark on this exciting chapter in the continued growth of our business.

Culture is important to us and we are looking for intellectually curious, honest, passionate, and hungry individuals who are motivated to use and expand their skills, while working on a new and exciting venture.

Role And Responsibilities:

In this position as a Quality Associate, you will be responsible for reviewing Customer interactions via phone, chat or transactional evaluations to determine adherence of Compliance and Line of Business Policies and Procedures.  You will be assigned a monthly sample of interactions and are required to meet production goals, accuracy requirements, in addition to attending scheduled meetings and calibrations.  You are also challenged to analyze results and potentially identify process gaps, trends, opportunities and recommending potential process improvements.  You may be asked to provide feedback and coaching to help develop and motivate employees on future enhancements.  Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for their results. They are able to deliver valuable feedback to push for positive changes within the businesses we support.

Responsibilities:

Perform quality assurance on defined samples of completed interactions and complete individual assessments on other cases

Setup and maintain regular reporting for team leads and stakeholders

Participate in and lead  team discussions on the calibration of findings and build consensus

Trigger point for process improvements

Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients

Ensure risks & issues are escalated appropriately within the governance structure

Track and review Quality Assurance observations

Ensure Risk and Controls policies and guidelines are adhered to.

Skills:

Experience within the Financial Services industry, especially for banking  customer service

Quality Assurance background preferred

Detail oriented and a disciplined approach to process and quality controls

Excellent organization, written and oral communication skills.

Proficiency in MS Excel, documentation and metrics

Ability to analyze complex issues concisely and communicate effectively with team management and stakeholders

Strong teamwork, partnership, and collaboration

Prior QC or QA  and customer service experience. BaFin regulations experience is an additional asset(preferred).

Credit product Onboarding/ Appeals

Detailed and deadline oriented, as well as, being able to balance multiple projects simultaneously.

Qualification

German language B2 level is required and other European language will be a preferred

English language  B2 level is required

Bachelor’s degree preferred

Experience in the financial service industry with banking  customers

Relevant  experience in QA especially with QA/QC of call/ chat interactions

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