Workplace Solutions – Quality Assurance Specialist (Service Desk)

We are seeking a self-driven, customer-focused Quality Assurance Specialist to join the JPMorganChase Workplace Solutions Service Desk team in Columbus, Ohio. This role is responsible for assessing and improving the quality and consistency of participant support delivered by Service Desk Analysts. The QA Specialist will monitor inbound/outbound calls and written interactions (email/tickets) to evaluate professionalism, technical accuracy, customer service performance, and adherence to policies and procedures. This individual will help develop, implement, and continuously improve Service Desk quality processes, and will recommend enhancements to training and knowledge materials to improve the overall participant experience.