Quality Analyst - tls sales practice monitoringAmerican Express

Job Description:
Quality Analyst - TLS Sales Practice Monitoring
You Lead the Way. We've Got Your Back.
No. 1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#5th in Great Place to Work's Best Workplaces List in the Philippines for 2021 and 2022
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We are AON HEWITT'S BEST EMPLOYER for 2017, 2018, and 2019 in the Philippines
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J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
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Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, or in a hybrid model (combination of in-office and work from home days).
How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you're finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path. Find your place in risk and analytics on #TeamAmex.
Description
As part of the Global Servicing Group (GSG), the Operational Excellence team is primarily focused on safeguarding the Company's brand and assets. It collaborates with key partners to drive the vital controls and oversight, enabling GSG to set the standard for a flawless and differentiated customer experience.
Part of GSG's Operational Excellence team, the Enterprise Testing organization serves as a Center of Excellence for enterprise monitoring and testing efforts across American Express' servicing programs, including conduct risk for sales activities through the Sales Practice Monitoring team.
The Testing Analyst - Travel and Lifestyle Services (TLS) Sales Practice Monitoring will be responsible for conducting risk-based testing of TLS booking calls, in a high-paced and highly regulated environment, to ensure adherence with sales practice regulations and policies.
Responsibilities:
Support the business on assigned market(s) by conducting sales call monitoring within required timelines, to ensure day to day operations are conducted in compliance with regulatory and legal requirements, as well as our company's policies
Review and improve policies and procedures for accuracy and clarity in execution;
Participate in brainstorming sessions and calibration call sessions to identify compliance, policy, procedural, case auctioning and system gaps
Develop solutions with peers and assigned business partners to close identified gaps
Regularly review processes and procedures for effective controls
Identify opportunities for enhancements and challenge the status quo
Qualifications:
High level of integrity, willingness to learn and adapt to changes.
Organized, energetic individual with well-developed communication and problem-solving skills.
Attention to detail and ability to multitask and work in a fast-paced environment.
Ability to organize and manage to deadlines, adapting to changing priorities in order to meet business needs.
Flexible and adaptable to constantly evolving environments, accepting change.
Strong relationship building skills, highly engaged and ability to work as part of a team ensuring team goals are achieved
Must be a self-starter, motivated with the ability to work in dynamic environment, able to adapt to unforeseen obstacles
Proficiency in Microsoft Office (Excel, Word, Power Point, Visio) is a requirement to aid on written and visual communication as well as analytics
Knowledge of Call recording platforms like NICE, Speech Miner, Nexedia
Knowledge of tools/Platforms like OPUS, SABRE and ENCORE would be preferred
Knowledge/Experience in travel industry will be an added advantage
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
This role is not open to visa sponsorship according to business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time