Quality Control & Coaching Specialist

Quality Control & Coaching Specialist

210761150

T13:23:38+00:00

Edinburgh

Quality

Full time

JPMorgan Personal Investing, Europe's leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase's digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management.

As a Quality Coach in JPMorgan Personal Investing Client Service, you help develop our front-line Client Service Associates through structured, timely coaching and feedback. You review client interactions across phone, chat, and email (both retrospective and real-time) to help ensure clients receive clear, consistent, and high-quality outcomes. You balance client experience priorities with regulatory and operational requirements, using sound judgment and attention to detail. You also contribute to continuous improvement initiatives that strengthen how we coach, deliver service, and grow our business.

Job responsibilities

Support, motivate and develop our team in delivering an exceptional service standard

Proactively contribute to the review and improvement of coaching frameworks, processes and procedures within the operation

Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives

Keep fully up-to-date with training or any enhancements that directly impact how we do our job

Keep informed of and apply any changes to processes, procedures and regulatory change

Achieve the best out of each individual and create a winning environment by regularly providing positive praise and recognition of individual/team success

Work with development plans, owning content and updates that track the learners journey

Manage personal workload and priority items, and ensure timely escalation of key risks/issues to management

Develop strong partnerships with key stakeholders, proactively build and maintain relationships across the firm

Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives

Required qualifications, skills and capabilities

Experience with investments, ISA's and pensions

Experience working with Salesforce

Strong verbal and written communication skills with ability to influence others

Excellent analytical and research skills, detail oriented.

Ability to deep-dive and investigate issues to reach a successful resolution to applicable parties

#ICBCareer #ChaseUKCustomerServices

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

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.

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.