Quality Performance Manager Jobs in Delaware (NOW HIRING)

As a VP Manager in HR Quality Controls, you will lead the HR Quality Assurance Team, setting the quality strategy, operating, and performance standards across global Employee Help and Employee Relations processes supporting 265,000+ employees. You will drive a strong controls culture, deliver measurable improvements in quality outcomes, and partner with HR operations and control functions to reduce operational risk and improve employee experience.

• Manage and develop a team of QA analysts, including hiring, onboarding, goal-setting, coaching, and performance reviews.
• Establish capacity planning, coverage models, and workload balancing to meet monthly/quarterly QA targets.
• Create succession and cross‑training plans to ensure resilience and continuity across time zones and peak periods.
• Lead calibration sessions with internal teams and stakeholders to ensure consistent scoring and interpretation of policy.
• Maintain and evolve SOPs/playbooks and ensure adherence to strict guidelines for investigation and documentation.
• Ensure alignment with firmwide control programs and reporting requirements.
• Act as a senior point of contact for HR operations leaders, Employee Relations partners, and control stakeholders on quality performance and trends.
• Influence process owners to adopt systemic fixes; negotiate priorities and timelines across multiple teams.
• Provide executive‑ready reporting and synthesize trends into actionable recommendations.
• Own dashboards/KPIs (e.g., defect rate, repeat errors, aging, rework, SLA impact, training effectiveness, risk themes).
• Identify opportunities for automation/standardization in QA workflows and reporting (where appropriate).

• 5+ years of experience in quality assurance, controls, audit, operational risk, or HR operations (or equivalent).
• 2+ years of people management experience (direct leadership of analysts/reviewers; coaching and performance management).
• Demonstrated experience operating in a highly regulated, process‑driven environment with strong documentation discipline.
• Bachelor's degree required.
• Proven ability to set strategy and execute through others‑driving outcomes across a distributed team.
• Strong judgment with ability to make and defend decisions using policy, data, and risk‑based reasoning.
• Advanced stakeholder management: ability to influence without authority, handle escalations, and drive adoption of best practices.
• Strong written communication: ability to produce clear, audit‑ready documentation and concise leadership updates.
• Strong organizational leadership: creates structure, prioritization, and disciplined follow‑through across competing demands.
• Comfort with global coverage and flexible scheduling to meet business needs across regions.

• Advanced degree or relevant certifications a plus.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission‑based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on‑site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans