Quality Associate I

Job Description

Join a team where you will lead Quality Specialists in driving excellence across the IRM Quality Team, positioning yourself at the center of process improvement, productivity, and accuracy. Contribute to a collaborative environment that values continuous improvement, open communication, and partnership with management and internal stakeholders to deliver outstanding quality assurance results.

Job Summary

As a Quality Associate I, you will direct the activities of the Quality Team, monitor productivity and accuracy, and play a key role in improving processes. You will report on missing or outdated resources, analyze QA trends and performance, and collaborate with management, peers, and internal partners to drive success and support special projects.

Job Responsibilities

• Manage team performance by leading through example and coaching key behaviors to motivate sustained results, utilizing performance management resources to proactively monitor, coach, and develop employees, recognizing strong performers, and managing those not meeting performance standards.
• Execute business initiatives by maintaining open communication with employees, peers, and leadership.
• Organize and actively participate in calibration sessions and other activities to promote and enrich the QA environment.
• Escalate procedural gaps with a sense of urgency to ensure timely resolution.
• Demonstrate firm-wide Manager Capabilities and track progress through feedback and self-evaluation.
• Interact regularly with line of business partners to foster collaboration and drive quality outcomes.

Required Qualifications, Capabilities, and Skills

• Possess a minimum of two years of relevant experience in operations, management, or equivalent work experience.
• Work effectively in a fast-paced environment with changing requirements.
• Coach and develop team members to achieve their full potential.
• Demonstrate leadership skills, including planning, organizing, and performance management.
• Deliver strong presentations to various audiences.
• Build strong partnerships and create an inclusive environment for all team members.
• Exhibit exceptional organization and time management skills, managing team capacity efficiently.
• Communicate clearly and professionally in both written and oral formats.
• Maintain a high degree of professionalism, self-motivation, and a sense of urgency.
• Demonstrate proficiency in Aces, WebStats, Excel, and PowerPoint.

Preferred Qualifications, Capabilities, and Skills

• Communicate effectively in more than one language, with bilingual skills preferred.

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans

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.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.