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Description: The Analyst will be part of Quality Management for the Solution Center responsible for monitoring client interactions across all regions and will provide independent review of employee actions and business processes. The Quality Analyst is responsible for the following: - Measure client experience as well as compliance to business requirements. - Review voice/email interactions and provide verbal or written coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution. - Ensure adherence for an end to end support model. - Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies. - Drive tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience. - Support agent readiness for new hires or addition of skills/products with targeted monitoring, coaching evaluations and knowledge certification. - Perform live monitoring via Rapid Targeted Monitoring program for specific call types or business questions in order to quickly bubble up issues or trends. - Partner with Supervisors and Managers to develop and document employee performance, process improvement, and client experience. - Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders. - Participate in Product Listening sessions and become the voice of the client to drive product enhancements. - Identify high and very high Personally Identifiable Information (PII) and or sensitive details within email exchange - Ensure all outgoing external emails adhere to the global compliance procedure - Shift schedule: EMEA/ WHEM Qualifications: - Time management and organizational skills - Excellent verbal and written communication skills - Strong organizational and decision making skills - Strong analytical and problem solving skills - Ability to quickly adapt and learn new products and technologies - Ability to work in a fast paced performance driven environment - Detail-oriented; thorough in their review and able to follow through to resolution - Ability to multi task while working under minimal supervision. - Exhibits ability to work effectively in a team environment - Proficient in various desktop and internet based applications - 1 year or more customer service experience in a call center environment - Flexibility to support adjustments to work schedule - Had experience to manage staff is a plus - Knowledge on ACH, USD Wires/SWIFT and international payment conventions/practices is a plus. 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. 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. Note : For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.

Mumbai

JP Morgan Chase - Quality Analyst - Payments Solution Center Team 

Job Description for JP Morgan Chase - Quality Analyst - Payments Solution Center Team  in JP Morgan Chase in  Mumbai for (1-6) years of experience. Apply Now!

JP Morgan Chase - Quality Analyst - Payments Solution Center Team  | iimjobs.com