Quality Analyst (travel and lifestyle services - anz)American Express

Job Description:
Quality Analyst (Travel and Lifestyle Services - ANZ)
You lead the way. We've got your back.
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 over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Join #TeamAmex and let's lead the way together.
American Express' vision is to provide the world's best customer experience every day.
The role of the Membership Experience Assessor is responsible for ensuring that from "real time" quality control activities undertaken, success metrics are achieved from Online Travel; in association with coaching & recognition from the Leadership team by providing the status and reporting of results to drive continuous improvement.
Core activities include:
Quality Assurance of the E2E TLS ANZ Customer Journey; Validation of minimum standards adoption; Use of tools and platforms in conjunction to support the team to reduce losses, increase customer satisfaction and prevent rework for colleagues
Prepares presentation to Leaders and facilitation of monthly action planning with teams to drive month on month improvements. From time to time may be required to support coaching of front-line colleagues in discussion with Team Leader(s).
Partnership across groups (Central & Local) who support the customer journey; Fares & Ticketing; Learning & Development; Capabilities; Airline & Product/Destination to identify opportunities for enhanced servicing and deploy activities
Analysis of trends and actions agreed with the Leadership Team against reporting for Compliance, Error & Financial Loss, Customer verbatim (VOC)
Facilitation of regular action planning with the operational teams to drive week to week improvements and recognition to compliment Leadership coaching
Maintain tracking and adapting assessments and coaching plans against criteria and success metrics
Other ad hoc tasks as directed: Supporting Consultants on phones when required during unexpected peak periods / high absenteeism, supporting Consultants with agreed travel incidents e.g. environmental event which impact travel & airport disruptions.
Proactive Servicing support to customers when required; Supporting onboarding for new colleagues; Test and learn pilots; Rollouts from central groups to support adoption and change management.
Development and rollout of minimum standards and verbiage to support operations to enhance the customer experience
Skills and experience required:
Exceptional organisational and time management capability
Experience and ability in leveraging and developing relationships with key internal stakeholders
Proficient technical skill set in TLS Platforms: Sabre, PSP, ORN
Ability to present information in Microsoft Office Tools (Excel/Power point)
Travel Industry knowledge required. Understands the E2E Travel Customer Journey from contact to fulfilment of requests for Air; Land; Car & Travel Benefits and associated processes; proactive in recommending improvements to current status quo
Strong written & verbal Communication skills
Proactive problem-solving skillset: ability to take broad guidelines and create plans to drive outcomes with minimal supervision
Ability to adapt to change as priorities shift
Flexibility in hours worked based on needs of the operations
Ability to work under pressure with competing demands on time
In addition, we look for the following leadership behavioural attributes:
Ability to assess trends, provide insights and conclusions from root cause analysis; manage multiple work streams in parallel and prioritise activities that will drive desired outcomes. (Put enterprise thinking first)
The ability to adjust communication style for differing and diverse audiences (Communicates frequently, candidly & clearly)
To build relationships and leverage expertise across teams and departments to assist in driving business improvement and positive results (Make collaboration essential)
Superior experience driving quality improvement, customer satisfaction and positive employee engagement to meet customer and business requirements. (Live the Blue Box values)
Fosters a growth mindset and a can-do attitude in self and installs in others (Seek and provide coaching and feedback).
Additional Details:
Role is Office Based in Manilla.
Work from Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
Must be amenable to work in Taguig once community quarantine measures are lifted
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