Quality Assurance Senior Specialist III - Controls Email Monitoring

Shape the future of operational excellence by elevating our control environment. Bring your quality expertise to a collaborative team that values rigor, curiosity, and growth. Join us to make a measurable impact while advancing your career through clear pathways and broad exposure across the Consumer and Community Banking Controls.

Job Summary

As a Quality Specialist within Consumer and Community Banking Controls, you will primarily support the Directed Email Monitoring team. You will execute controls testing against established criteria, synthesize findings, and recommend corrective actions that strengthen the control environment. You bring subject matter expertise to draw inferences and identify root causes, partner with business units to clarify results and promote process improvements, and operate with an inclusive, professional, and collaborative mindset.

Job Responsibilities

• Execute controls testing against defined criteria across assigned processes; accurately document test steps, evidence, and outcomes.
• Analyze results to identify root causes and risk implications; synthesize trends to inform corrective actions.
• Draft clear, complete findings with recommended corrective actions; maintain audit-ready documentation.
• Present concise verbal and written summaries to stakeholders; participate in feedback sessions to clarify testing results.
• Provide actionable feedback on process gaps and improvement opportunities; collaborate on new or modified test scripts as obligations evolve.
• Perform second-level reviews when required; handle rebuttals and escalations with objectivity and professionalism.
• Track remediation actions to closure and verify effectiveness of corrective actions; escalate risks when remediation is insufficient.
• Contribute to initiatives that result in process improvement or automation.

Required qualifications, capabilities, and skills

• Minimum two (3) years of relevant experience
• Bachelor’s degree in business, finance, or related field, or equivalent experience.
• Strong analytical skills; issue resolution and problem solving; attention to detail and accuracy.
• Excellent written and oral communication; ability to produce clear, audit-ready documentation and present to stakeholders.
• Organization and time management; ability to manage multiple reviews to SLA while maintaining quality.
• Risk and control management mindset; professional, self-motivated, with a strong sense of urgency.
• Collaboration and relationship building across operations, controls, and compliance partners.

Preferred qualifications, capabilities, and skills

• Experience in auditing or operational quality assurance oversight.
• Experience performing second-level reviews and managing escalations/disputes.
• Experience creating or modifying test scripts in response to changing obligations; exposure to continuous improvement initiatives.
• Presentation delivery to senior stakeholders; experience across multiple mortgage products and disciplines.
• Exposure to AI-enabled tools and willingness to adopt emerging technologies that support process improvement and operational excellence.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.

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.

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.

Control Management maintains a strong and consistent control environment through a joint accountability model that aligns managers with each function and region to mitigate operational risk. The team focuses on four areas: Control Design & Expertise, Risks & Controls Identification/Assessment, Issues & Control Deficiencies and Control Governance & Reporting.