Quality Assurance Specialist

2 weeks ago

London, Greater London, United Kingdom J.P. Morgan Full time
About the Role

We are seeking a highly skilled Quality Assurance Specialist to join our team at J.P. Morgan. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality of our client service and operational processes.

Key Responsibilities
  • Perform quality assurance on defined samples of completed client cases and activities.
  • Participate in and lead team discussions on the calibration of findings and build consensus.
  • Track and review Quality Assurance observations.
  • Raise process improvements on the Quality Assurance process and/or the underlying business process.
  • Foster a culture of collaboration and information sharing for efficient execution; build strong relationships with internal clients.
  • Ensure risks and issues are escalated appropriately within the governance structure.
  • Engage in reporting and feedback to the business stakeholders of results and recommendations of completed reviews.
Requirements
  • Experience within the Financial Services industry, especially retail investments including ISA and Pension products.
  • An understanding of FCA and regulatory requirements surrounding Investments.
  • Detail-oriented and a disciplined approach to process and quality controls. Forensic investigating skills.
  • Strong documentation skills to clearly articulate results of testing.
  • Excellent organization, written, and oral communication skills.
  • Proficiency in MS Excel, documentation, and metrics.
  • Strong teamwork, partnership, and collaboration.
Preferred Qualifications
  • Quality Assurance background preferred.
  • Postgraduate/MBA (or bachelor's degree preferred).
  • Investment Sales, Wealth Management, Relationship Management background.
  • Professionally qualified (IMC, IOC, CFA, etc.) are desirable but not essential.
  • Related experience in the financial service industry with retail investment customers.
  • Experience with QA of call/chat/email interactions.

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