Quality Assurance Analyst - Lending And Cash Management

Help raise the bar on quality and risk management in a fast-paced operations environment. In this role, your reviews and insights will directly support stronger controls, clearer processes, and better outcomes for customers and employees. You’ll work with partners across teams to identify themes, recommend improvements, and track progress. If you’re curious, analytical, and committed to doing work the right way, this role offers meaningful impact and growth.

As a Quality analyst, quality assurance in the quality assurance team supporting business banking operations, you will conduct complex quality reviews to confirm processes are performed in line with applicable regulations, internal policies, and documented procedures. You will execute testing against established criteria, analyze issues for impact and root cause, and communicate results to stakeholders. You will support reporting deliverables and contribute to projects that improve quality, controls, and consistency.

Job responsibilities

• Conduct scheduled quality reviews to confirm processes are completed in line with applicable regulations, internal policies, and documented procedures
• Execute testing against defined review criteria and document test steps and outcomes clearly
• Perform impact and root cause analysis for identified issues and trends
• Communicate review results, insights, and themes to stakeholders within agreed reporting timelines
• Develop and maintain a detailed understanding of process requirements, including regulatory, policy, procedural, and control expectations
• Enter review outcomes and supporting details into the quality system of record, including written summaries of findings
• Track, follow up, and close quality-related requests accurately and on time
• Escalate risks, control gaps, and recurring issues using appropriate channels and propose practical solutions
• Build and maintain productive working relationships with partners and stakeholders
• Support team reporting deliverables and continuous improvement activities related to quality and controls
• Assist with training peers or new hires on assigned quality processes, as needed

Required qualifications, capabilities and skills

• Ability to apply documented procedures and review criteria consistently when performing quality reviews
• Demonstrated analytical skills, including root cause analysis and the ability to identify patterns and themes
• Ability to document work clearly, including concise written summaries of findings and outcomes
• Strong verbal communication skills, with the ability to explain results and recommendations to different audiences
• Ability to identify issues, escalate appropriately, and propose practical remediation actions
• Strong attention to detail and a structured, methodical approach to completing tasks
• Ability to manage multiple priorities, meet deadlines, and deliver testing outputs on schedule
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Ability to work effectively both independently and as part of a team
• Comfort using quality monitoring, case management, and performance reporting tools, including appropriate use of AI-enabled productivity tools where permitted

Preferred qualifications, capabilities and skills

• Experience conducting quality assurance reviews, audits, or control testing in an operations environment
• Experience supporting process improvement efforts, including issue tracking and remediation follow-up
• Experience working with quality or risk-related reporting and stakeholder communications
• Familiarity with regulated financial services processes and associated control expectations
• Experience delivering knowledge transfer or training for procedures or review methodologies
• Experience working in a contact center or customer operations environment

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

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.

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