Jobs American Express @ Get Dream Job

American Express; Tallahassee (FL); On-site; USD 28,000 - 41,000; Full time

Job summary

American Express is seeking a Testing Analyst to monitor sales call quality and ensure compliance with regulatory requirements and company policies. The role supports the Global Servicing Group's monitoring programs and requires collaboration with cross-functional partners.

The candidate should have a Bachelor's degree and at least 2 years of experience in call quality or compliance monitoring, with strong communication and problem-solving skills to improve customer experiences.

Qualifications

• Bachelor's degree or relevant work experience.
• Minimum of 2 years in call quality, compliance monitoring, or similar role.
• High level of integrity, willingness to learn and adapt to change. Organized and energetic individual with good communication and problem solving skills.
• Strong relationship building skills, able to work as part of a team to ensure goals are met.

Responsibilities

• Support the assigned business by performing timely sales call monitoring in accordance with legal and regulatory requirements and company policies.
• Review processes, procedures and policies on an ongoing basis to ensure accuracy and clarity of implementation.
• Participate in brainstorming and benchmarking sessions to identify potential gaps in compliance, policies, procedures, issue management and systems.
• Identify opportunities for improvement and challenge the status quo.
• Present solutions with assigned peers and business partners to address identified gaps.

Skills

Communication skills

Problem solving

Attention to detail

Team player

Organizational skills

Education

Bachelor's degree

Job description

Job Responsibilities: Testing Analyst Salary: $20-30/Hour Company: American Express Location: USA Educational Requirements: Bachelor's Degree

Full Job Description:

With the right support, people and businesses can make tremendous progress. When you join the Amex team, you'll be part of a global community of diverse colleagues committed to supporting our customers, our community and each other. Here, you will learn and grow as we help you create a unique and meaningful career path for the benefits, programs and changes that support you personally and professionally. At American Express, you will be recognized for your contribution, leadership and influence. Everyone who works together has the opportunity to participate in the success of the company. Together, we will win as a team, and strive to uphold our corporate values and our strong commitment to support and deliver the best customer experience in the world every day. And we will do this with integrity and an environment where everyone is seen, heard and felt. Join the Amex team and let's lead the way together. As part of the Global Servicing Group (GSG), the high-performance team focuses on protecting the company's brand and assets. It seeks to promote compliance with internal policies and meet regulatory expectations while balancing the execution of business plans and GSG priorities. Operational Excellence works with key partners to drive critical management and oversight, helping GSG set the standard for a seamless and differentiated customer experience. Within the Operational Excellence group, GSG's marketing monitoring program leverages internal systems and capabilities to perform targeted analysis of escalations achieved during customer interactions to identify and correct marketing misconduct and protect the individual. marketing and customer experience. The Research Analyst, GSG Sales Practice Monitoring will be responsible for monitoring Value Generation and Save-A-Card for the US market, including customer interaction calls in Spanish. This role reports to the Head of GSG's India Business Team.

How can you make an impact on this project?

• Support the assigned business and market(s) by performing timely sales call monitoring, to ensure daily operations are performed in accordance with legal and regulatory requirements, as well as our company policies.
• Review processes, procedures and policies on an ongoing basis to ensure accuracy and clarity of implementation
• Participate in brainstorming sessions and benchmarking sessions to identify potential gaps in compliance, policies, procedures, issue management and systems.
• Identify opportunities for improvement and challenge the status quo
• Present solutions with assigned peers and business partners to address identified gaps

Minimum Qualifications

• Bachelor's degree or relevant work experience
• Minimum of 2 years of experience in call quality, compliance monitoring or similar role required
• High level of integrity, willingness to learn and adapt to change. Organized and energetic individual with good communication and problem solving skills. Attention to detail and the ability to multi-task and work in a fast-paced environment to meet deadlines. The ability to plan and manage deadlines, changing your time to change priorities to meet the needs of the department.
• Strong relationship building skills, strong and able to work as part of a team to ensure team goals are met
• Independent, motivated and able to work in a dynamic environment, able to adapt to unexpected obstacles.