American Express Careers

Quality Analyst - International Insurance Services

Hong Kong, Hong Kong
Customer Care Operations

Job Description

The real deal on American Express

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 at here.
Just the facts.
What you do here will have an impact on our business, our customers and your career. You will conduct:
  • Quality Assessment            
    • Determine telemarketing quality standards by monitoring the enrolment calls and make sure all telemarketers are in compliance with the rules and regulations of Amex.             
    • Make sure all telemarketers provide accurate information in a courteous and professional manner.            
    • Identify training needs.             
  • Training            
    • Provide product training for telemarketers before putting them on making outbound calls.            
    • Provide feedback and assistance to team leaders and telemarketers and make sure they understand new policies and procedures for quality.             
    • Conduct quiz to telemarketers on new products.             
  • Call Calibration            
    • Conduct monthly call calibration sessions with team leaders, telemarketers and other Quality Analysts (QA) in order to align the call monitoring standard. •            
  • Complain Handling            
    • Receive, document, investigate, and coordinate responses on customer complaints and ensure timely investigation of and response to customer complaint.             
    • Maintain current and complete complaint files, and prepare reports for periodic management reviews.


  • Hardworking and ability to multitask
  • Good presentation skills            
  • Clear communicator (both written and verbal)             
  • Ability to identify defects/ problem areas            
  • Ability to think abstract and not conform to the norm            
  • Minimum 2 years of experience in Telemarketing Quality Analyst (preferred)            
  • Must be able to react effectively and calmly in emergency or high stress situations            
  • Proficiency in MS Office Tools             
  • Fluent in spoken Cantonese and English            
  • IIQE ( I, II, III)

This role may be subject to additional background verification checks.

ReqID: 19011263
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 19, 2019, 4:09:56 AM