HR Quality Analyst

Job Description
Corporate Human Resources plays an integral role in designing, implementing, and managing global initiatives across the firm.
The functional areas within Corporate HR include global Controls, Recruiting, Training, Talent and Development, Career Management, Diversity, Compensation, Benefits, Employee Relations, Technology, Finance and Global Employee Servicing & Digital Servicing. Our Human Resource professionals within these areas are among the most talented and innovative in the industry. They take a proactive approach to identifying and proposing solutions to organizational challenges, often working side by side with business managers to attract, manage and retain high-potential talent. Through a focus on continuous improvement and long-term success, Corporate HR helps refine our corporate culture, define our firm wide vision, and reinforce our reputation as a world-class employer.
As an HR Quality Controls Analyst within HR's Quality Assurance Team, you will primarily responsible for activities involving quality control and monitoring, testing and evaluation for the various HR functions. The activities may include case reviews, case monitoring, referral monitoring, audits, Access Provisioning and other Control related evaluations and review of case errors and escalated issues to determine root cause, and identification and analysis of performance gaps/trends that occur within the HR systems.
Job responsibilities:

• Conduct Quality Monitoring and other Control Related reviews and evaluations at a high volume and pace with minimal errors by ensuring a consistent and efficient quality methodology is applied across cases to reach monthly target review goals.
• Understand and identify error trending and effectively communicate results and coach staff to ensure quality standards and excellence and effectively manage escalations and support quality testing team.
• Perform regular end-to-end quality reviews for multiple processes and accurately document results; ensure global quality methodology approach is consistent & efficient and is applied across Calls / Cases, Regions, Operational Services.
• Document and evaluate internal quality, controls and testing results; recognize and report process or procedural gaps noted in quality reviews and monitoring processes.
• Be the point of contact of all processes in Quality Monitoring including reporting and admin tasks.
• Work with stakeholders and their managers to resolve exception items timely and accurately. Additionally, effectively partner with team members, line of business management and business partners to review process defects with investigators and communicate best practices that drive quality.
• Evaluate quality results and measure accuracy across all critical and experiential areas, providing recommendations for coaching, communication, process improvement strategies, & communicate best practices that drive quality.
• Complete all assigned tasks & deliverables in a timely and thorough manner & provide feedback accordingly.
• Work closely with manager to take direction and to execute on deliverables by facilitating/participating in calibration sessions within the team and with Service Areas supported.

Required qualifications, skills and capabilities:

• Minimum of 2 years' experience in Quality assurance / monitoring / controls / Quality within Operations, HR, or other areas preferable.
• Ability to manage well in a high pressure and fast paced environment relevant experience with demonstrated ability to execute responsibilities in a highly regulated and process driven atmosphere.
• Ability to work as an independent contributor with collaborative approach.
• Intermediate decision making and judgment, is used to determine and support a Risk, Controls, and quality Monitoring.
• Intermediate MS office suite skills (Excel, Word, PowerPoint, Teams, etc.). Intermediate experience using SharePoint.
• Exposure in reports creation (qualitative and quantitative) in current or previous roles and can translate gap analyses to reports (i.e., executive summaries).
• Ability to translate complex ideas and solutions into simple concepts, & identify and address risks; fosters an environment where issues are escalated timely.
• Great verbal / written communication, and interpersonal skills, with the ability to engage and influence staff at all levels.
• Demonstrated ability to be a collaborative team player with intermediate interpersonal and client support skills to allow for independent work but rely on team efforts.
• Proactive mindset when troubleshooting problems, recommending solutions, and considering root cause to prevent future occurrences. Ability to follow-up on issues and ensure timely resolution.
• Experience using Quality/ CORE (Control and Operational Risk Evaluation)/ Auditing tools.

Preferred qualifications, skills and capabilities:

• Bachelor's degree preferred.
• Broad knowledge of HR products, services, and procedures preferred.
• Proven ability to prioritize, manage time and multi-task in a demanding environment.
• Relevant experience with demonstrated ability to execute responsibilities in a highly regulated and process driven atmosphere.
• Strong organizational skills and detail orientation required with the ability to make sound decisions based on outlined processes or procedures.
• Ability to adjust schedule as needed to support our clients around the globe to meet business needs and achieve overall goals.

About Us
JPMorgan Chase & Co., 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 professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.