JPMorgan Chase Consumer & Community Bank - Oversight & Control - Quality Analyst in Westerville, Ohio

This position is for a Quality Analyst for our Branch Email Monitoring Quality team, located in Westerville, Ohio. The Branch Email Monitoring team performs quality monitoring for Branch Administration.

The Oversight & Control quality organization drives the quality of Chase’s interactions with its Customers across all communication channels by:

  • Evaluating operations functions’ performance vs. requirements for compliance, policy & procedure, customer experience, and professional conduct.

  • Partnering with operating and business teams to identify and address gaps and opportunities in the delivery of services to our Customers.

The candidate must have:

a) a passion to deliver exceptional service to the customer

b) experience with and a demonstrated interest in MS applications – with a focus on MS Excel and Access

c) the demonstrated ability to work across functions and businesses, working collaboratively to drive results

d) the willingness and ability to challenge our existing practices and identify and implement process improvements


  • Process Management: Coordinate and direct the daily workflow of the quality monitoring team, including work assignment, projection management, sample creation, input validation

  • Performance Management: Track staff performance and provide coaching and feedback to the quality specialists; conduct quality reviews on the quality specialists to ensure consistency and accuracy of evaluations; partner with quality manager on achieving highest levels of staff performance

  • Reporting and Business Relationships: Prepare and review results summaries for the business; plan for and facilitate calibration sessions with business partners; identify quality trends and opportunities and recommend areas of improvement to the business

  • Strong PC skills that includes specific knowledge of tools and applications used within the quality monitoring process (SharePoint, Excel, Access, Word, PowerPoint)

  • Must be detailed, deadline oriented, and able to balance multiple projects simultaneously

  • Demonstrated ability to maintain positive working relationships and to support an environment where employees are positively motivated to deliver exceptional performance

  • Strong analytical and quantitative abilities

  • Demonstrated ability to communicate to varied audiences and to work with cross-functional or remote teams

  • Demonstrated ability to investigate and solve complex problems

  • College degree preferred or equivalent bank quality experience

  • Prior management experience/Branch experience is a plus

  • Bilingual (Spanish) preferred but not required

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.