About this role
Help raise the bar on quality and risk management in a fast-paced operations environment. In this role, your reviews and insights will directly support stronger controls, clearer processes, and better outcomes for customers and employees. You'll work with partners across teams to identify themes, recommend improvements, and track progress. If you're curious, analytical, and committed to doing work the right way, this role offers meaningful impact and growth.
As a Quality analyst, quality assurance in the quality assurance team supporting business banking operations, you will conduct complex quality reviews to confirm processes are performed in line with applicable regulations, internal policies, and documented procedures. You will execute testing against established criteria, analyze issues for impact and root cause, and communicate results to stakeholders. You will support reporting deliverables and contribute to projects that improve quality, controls, and consistency.
Job responsibilities
Conduct scheduled quality reviews to confirm processes are completed in line with applicable regulations, internal policies, and documented proceduresExecute testing against defined review criteria and document test steps and outcomes clearlyPerform impact and root cause analysis for identified issues and trendsCommunicate review results, insights, and themes to stakeholders within agreed reporting timelinesDevelop and maintain a detailed understanding of process requirements, including regulatory, policy, procedural, and control expectationsEnter review outcomes and supporting details into the quality system of record, including written summaries of findingsTrack, follow up, and close quality-related requests accurately and on timeEscalate risks, control gaps, and recurring issues using appropriate channels and propose practical solutionsBuild and maintain productive working relationships with partners and stakeholdersSupport team reporting deliverables and continuous improvement activities related to quality and controlsAssist with training peers or new hires on assigned quality processes, as needed Required qualifications, capabilities and skills
Ability to apply documented procedures and review criteria consistently when performing quality reviewsDemonstrated analytical skills, including root cause analysis and the ability to identify patterns and themesAbility to document work clearly, including concise written summaries of findings and outcomesStrong verbal communication skills, with the ability to explain results and recommendations to different audiencesAbility to identify issues, escalate appropriately, and propose practical remediation actionsStrong attention to detail and a structured, methodical approach to completing tasksAbility to manage multiple priorities, meet deadlines, and deliver testing outputs on scheduleProficiency in Microsoft Word, Excel, and PowerPointAbility to work effectively both independently and as part of a teamComfort using quality monitoring, case management, and performance reporting tools, including appropriate use of AI-enabled productivity tools where permitted Preferred qualifications, capabilities and skills
Experience conducting quality assurance reviews, audits, or control testing in an operations environmentExperience supporting process improvement efforts, including issue tracking and remediation follow-upExperience working with quality or risk-related reporting and stakeholder communicationsFamiliarity with regulated financial services processes and associated control expectationsExperience delivering knowledge transfer or training for procedures or review methodologiesExperience working in a contact center or customer operations environmentDeveloping experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
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.