Client Service Quality Analyst- Bilingual Portuguese & English Required

As a Client Service Analyst you will be part of Quality Management for the Global Client Support Team which is responsible for monitoring client interactions across all regions and will provide independent review of employee actions an business processes.

Job Responsibilities

• Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.
• Navigate tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
• Support agent readiness for new hires or addition of skills/products with additional adhoc reviews and knowledge certification. Perform Rapid Targeted Monitoring for specific call types or initiatives during the pilot phase in order to quickly bubble up issues or trends. Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies.
• Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders. Participate in Product Listening sessions and become the voice of the client to steer product enhancements.
• Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
• Measure client experience as well as compliance to business requirements.
• External email verification / approval in compliance with global process

Required Qualifications, Skills and Capabilities

• Strong organizational and decision making skills; Strong analytical and problem solving skills
• 1 year or more customer service experience in a call center environment
• Ability to quickly adapt and learn new products and technologies; Ability to work in a fast paced performance environment
• Detail-oriented; thorough in review process and able to follow through to resolution; Ability to multi task while working under minimal supervision.
• Proficient in Portuguese and English required
• Time management and organizational skills; Excellent verbal and written communication skills; Exhibits ability to work effectively in a team environment
• Proficient in various desktop and internet based applications

Preferred Qualifications, Skills and Capabilities

• JPMorgan Access knowledge preferred