American Express Careers

Quality Analyst

Bonifacio Global City, Philippines
Customer Care Operations

Job Description

At American Express we provide a series of excellence, our customers are our most valuable asset and our teams are the key to achieving this great goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We seek creative and innovative people who are willing to join us in the challenges of the business and are committed to providing superior service.  
The Analyst - Performance Monitoring & Analytics will be responsible for leading a team of monitoring reviewing calls and cases from Consumer, Corporate and Merchant across the globe, identifying potential customer harm and regulatory exposure as well as identifying key trends and risks to the business.
Key Responsibilities:
  • Support the business on assigned market(s) by conducting procedural 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.
  • Provide support and guidance on ECCO articles impacting the markets adherence to policies and procedures and compliance regulations
  • Ongoing review and enhancement of policies and procedures for accuracy and clarity in execution.
  • Participates in brainstorming sessions and calibration call sessions to identify compliance, policy, procedural, case actioning and system gaps.
  • Develops solutions with peers and assigned business partners to close identified gaps.
  • Regularly reviews processes and procedures for effective controls.
  • Ongoing review of customer feedback results and drivers of customer dissatisfaction with linkages to current policies and procedures. Identifies opportunities for enhancements and challenges the status quo.
  • Participate in compliance reviews, internal audits of business units, process mapping, and risk assessments, as needed.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations


  • Exceptional verbal and written communication skills in English
  • Ability to provide effective feedback to all levels of management.
  • Ability to identify opportunities, collaborate with peers to develop solutions and drive these gaps to closure
  • Self-motivated with a demonstrated ability to drive results under tight timelines while handling multiple tasks concurrently.
  • Strong organizational / time management skills.
  • Analytical thinker with the ability to run analysis, assessing impacts, identify trends, and draw correlations.
  • Should be proficient in Microsoft Office tools (PowerPoint, Excel and Word).
  • Strong relationship building skills, highly engaged and a really good team player

The real deal in American Express
In American Express, we pride ourselves through the following competencies:
  • Focuses on Customer/Relationship Care
  • Builds diverse talent
  • Builds and leverages relationships
  • Drives Improvements & Solutions
  • Drives results
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. So 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.
Our service operates over a 24/7 environment and we are hiring for various shifts - may have to work on rotational shift including weekends and holidays.

ReqID: 18007708
Schedule (Full-Time/Part-Time): Full-time