Quality Associate I- Collection's

Job Description

Make quality a competitive advantage. In this role, you will help improve customer outcomes and strengthen operational discipline through consistent evaluation, coaching, and insights. You will partner with leaders to identify risk, address root causes, and drive meaningful process improvements. You will build a culture of accountability and continuous improvement. If you are energized by developing people and improving how work gets done, this role is for you.

As a Quality Manager in the Collections Quality Team, you will lead a team responsible for evaluating customer interactions and operational processes to support adherence to policies, procedures, regulatory requirements, and quality standards. You will translate quality results and operational data into clear insights and practical improvements, partnering with leaders and key stakeholders to strengthen consistency, risk management, and customer experience.

Job responsibilities

• Lead, develop, and coach a team of quality professionals responsible for evaluating collections interactions and operational processes.
• Oversee quality monitoring activities to assess adherence to policies, procedures, regulatory requirements, and customer experience standards.
• Analyze quality results and operational data to identify trends, root causes, emerging risks, and opportunities for improvement.
• Facilitate calibration sessions and promote consistent application of quality standards across reviewers, leaders, and partners.
• Deliver clear, actionable reporting and partner with stakeholders to implement sustainable corrective actions.
• Support the development and maintenance of quality scorecards, procedures, controls, and governance routines.
• Drive continuous improvement by leveraging technology, automation, and data-informed practices to enhance quality processes and reporting.

Required qualifications, capabilities and skills

• 2+ years of experience in quality management, collections operations, risk and controls, or a related area within banking or financial services.
• Demonstrated people leadership experience, including coaching, performance management, and developing high-performing teams.
• Strong analytical skills with the ability to interpret quality and operational data, identify trends, and translate findings into actionable recommendations.
• Working knowledge of quality monitoring, calibration, root cause analysis, process improvement, and control practices.
• Strong communication, influencing, and collaboration skills, with the ability to engage leaders and cross-functional partners.
• Proficiency with digital tools and reporting platforms used to track quality performance and operational outcomes.

Preferred qualifications, capabilities and skills

• Experience supporting more than one Line of Business.
• Experience using automation or artificial intelligence to improve quality monitoring processes and/or reporting.

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.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.