Quality Associate I - Bilingual (English and Spanish)

Job Description
Join us and efficiently manage EMS audit tasks, ensuring seamless stakeholder engagement, prompt resolution of disputes, and delivery of comprehensive reports to drive operational excellence.
As a Quality Associate I within the Escalations Management Services (EMS) team, you will primarily handle audit tasks. You will be responsible for reviewing cases worked on by the EMS operations team, verifying adherence to procedures in resolving customer complaints and inquiries, including correct documentation in the system and proper call handling. You are expected to provide your findings clearly and concisely, deliver reports, and regularly communicate with stakeholders at different levels of the organization.
Job Responsibilities

• Review cases handled by EMS operations team through different channels, including Intake process, verifying that they are in accordance to the different guidelines and procedures of complaints handling, checking the accuracy and completeness of information and documentation, as well as call handling skills of EMS resolver
• Manage the workflow to ensure that all required audits are completed within agreed timelines
• Identify process gaps and recommend resolutions, actively participate in calibration sessions
• Perform root cause analysis (RCA) to improve quality performance
• Provide deliverables accurately and timely as required by the business, including reports such as MBR and WBR
• Build relationship with different stakeholders such as operations and onshore partners, consistently communicating with them
• Develop and maintain written procedures and other materials as needed
• Initiate and participate in process improvements initiatives, including automation projects
• Learn mortgage process to fully support the business
• Perform all tasks with minimum supervision and independently make decisions related to the process
• Work on other tasks apart from EMS that may be assigned to the team

Required qualifications, capabilities and skills

• Bilingual fluency in English and Spanish
• Strong attention to detail, exceptional listening, comprehension and analytical skills
• Excellent communication skills, both oral and written, at different levels of the organization
• Excellent organization skills and ability to handle multiple tasks under deadlines
• Ability to work well in a team environment
• Demonstrate creative problem solving, solid judgment and decision making
• Ability to understand written documentation and quickly absorb business knowledge and processes, policies and regulatory requirements
• Demonstrate integrity, flexibility, collaboration and accountability
• Strong client focus and ability to partner with various groups and people within the organization
• Ability to identify opportunities for process improvements and lead change

Preferred qualifications, capabilities, and skills

• Bachelor's degree preferred
• Strong PC skills, including Excel, Word, PowerPoint
• High level understanding of Chase Home Lending operations, and mortgage operations in general
• Knowledge of different analytical and automation tools such as Alteryx and Tableau

Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard . You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or Line of Business specific guidelines.
Make sure your profile is updated in the new me@jpmc > Jobs. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
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.