DescriptionYou Lead the Way.
We've Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways.
When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.
Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success.
Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day.
And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.As part of the Global Servicing Group (GSG), the Operational Excellence team is primarily focused on safeguarding the Company's brand and assets.
It is focused on driving adherence to internal policies and meeting regulatory expectations while balancing the execution of key business strategies and GSG priorities.
Operational Excellence collaborates with key partners to drive the vital controls and oversight, enabling GSG to set the standard for a flawless and differentiated customer experience.Within the Operational Excellence team, the GSG Sales Practice Monitoring program leverages internal systems and capabilities to conduct targeted reviews of incentivized sales made during Customer Facing Interactions to identify and remediate sales misconduct and protect the customer and the customer experience.The Testing Analyst, GSG Sales Practice Monitoring will be responsible for monitoring Value Generation and Save-A-Card calls for the US market, including calls where the Customer Facing Interaction was conducted in Spanish.
This role reports to a GSG Sales Practice Monitoring Team Leader in India.How will you make an impact in this role?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 policiesReview processes, procedures, and policies on an on-going basis to ensure accuracy and clarity in executionParticipate in brainstorming sessions and calibration call sessions to identify potential compliance, policy, procedural, case actioning and system gapsIdentify opportunities for enhancements and challenge the status quoDevelop solutions with peers and assigned business partners to close identified gapsMinimum QualificationsBachelor's degree, or relevant work experienceMinimum of 2 years' experience in call quality, compliance monitoring or related role REQUIREDHigh 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 to meet constricted timelines.Ability to organize and manage to deadlines, adapting your time to changing priorities to meet the needs of the department.Strong relationship building skills, highly engaged and ability to work as part of a team ensuring team goals are achievedSelf-starter, motivated with the ability to work in dynamic environment, able to adapt to unforeseen obstaclesFluent in English and SpanishPreferred QualificationsProficiency in Microsoft Office (Excel, Word, Power Point, Visio) is a requirement to aid on written and visual communication as well as analytics.Detail-oriented verbal and written communication skills with a passion to effectively communicate complex information to a variety of audiences.Experience in conduct risk, regulatory, control and compliance related functions.Familiar with GSG systems, processes, metrics etc.Why American Express?There's a difference between having a job and making a difference.
Why American Express?Amex have been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive.
We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community.
And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.Because we believe that the best way to back our customers is to back our people.The powerful backing of American Express.Don't make a difference without it.Don't live life without it.Talk to our people and you'll find out what we're really all about.
Open, creative, risk-taking, collaborative and innovative are just some of the expressions you'll hear.
It's our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world.
If you're ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.Proud to be recognized by Forbes and Actualidad Económica España as Best Companies.To complete your application please click on the links below.
However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on ******.#LI-HybridQualificationsOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.Job Field: OperationsSchedule: Full-time
