American Express Careers

Quality Analyst

Gurgaon, India

Apply Get Referred

Job Description

Function Description:
Conduct test to ensure Customer Care Professionals and American Express is in compliance with TLS and federal Regulations for International/Global markets within required timelines - Tests may include monitoring calls / chats, transactions, and other communications
Purpose of the Role:
Conduct test on various business tests designed for Travel and Lifestyle Services Responsible for capturing test results into a system for reporting and review by Travel and Lifestyle Services
Utilize NICE call recording systems to manually identify and locate calls for testing.
Support teams procedural monitoring process on assigned market(s) by conducting procedural monitoring
Participate in test Calibration sessions
Provide input and insight to key drivers of errors


Critical Factors to Success:
Strong interpersonal and networking skills
Attention to detail and strong organizational skills

Past Experience:
Knowledge/Experience in travel industry will be an added advantage

Academic Background:
Functional Skills/Capabilities:
Excellent written, Presentation skills and verbal communication, Self-sufficient and self-motivated work ethic.

Technical Skills/Capabilities:
Proficiency in Microsoft Office-Word, Excel

Knowledge of Platforms:
Ability to perform in fast paced changing environment

Behavioral Skills/Capabilities:
Enterprise Leadership Behaviors
• Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
• Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
• Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

ReqID: 19013193
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 12, 2019, 12:21:53 PM
Apply Get Referred