JPMorgan Chase & Co,
Tampa, FL, United States
CIB - Quality Analyst (Bilingual: Japanese & English Required)','180125709','!*!J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
The quality analyst will perform interaction or transaction monitoring (calls & emails) for employees across multiple regions and functions. This requires reviewing voice and screen recordings and evaluating those interactions against the stated requirements or criteria. Further, the analyst will provide verbal or written coaching along with observations around trends, policies / products or training gaps and escalate any issue that requires immediate intervention or resolution.
The quality analyst will also act as a second level verifier for all Transaction Support emails going out to external clients. This requires manning the email queue for required number of hours every day and ensuring that each email interaction meets the stated email standards/requirements prior to approval.
In this role you will be expected to be self-directed and results oriented with demonstrated knowledge of quality standards as they relate to customer support roles with a broader knowledge of treasury management concepts. You will be expected to work closely with Supervisors and Managers in an effort to develop and document employee performance, process performance, and client experience.
Additionally, you will analyze data and identify trends, root causes, and process improvement opportunities. You will also participate in, and / or facilitate internal calibration / listening sessions and / or partnership meetings with the Quality Management staff and Production Managers / Team Leaders. You will also participate in various activities to identify process improvement or client experience opportunities. ','!*!
Bilingual – fluent in English and Japanese required - Read, write and speak
Vocal and innovative advocate of client experience / employee experience
Exceptional oral and written communication skills
Strong computer skills including advanced knowledge of MSOffice
Proven problem solving skills
Effective time management skills
Above average analytical skills
Advanced organizational skills
Leadership skills that correlate to execution of actions and follow up
Basic Project Management skills
Proven process Improvement skills and knowledge
Preferred Skills & Experience
Extensive business or product knowledge and / or two years of quality management experience.
Demonstrated statistical process control knowledge and skills
Technical expertise or experience with call recording technology.
','JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.','Other','US-FL-Tampa-HO3-10410 Highland Manor / 02975','','CORPORATE & INVESTMENT BANK','Full-time','Standard','Day Job','','J.P. Morgan','J.P. Morgan','','','CIB - Quality Analyst (Bilingual: Japanese & English Required)
JPMorgan Chase & Co,
Website : http://www.jpmorganchase.com
JPMorgan Chase (NYSE: JPM) is one of the oldest financial institutions in the United States. With a history dating back over 200 years, here's where we stand today: JPMorgan Chase (NYSE: JPM) is one of the oldest financial institutions in the United States. With a history dating back over 200 years, here's where we stand today: