American Express Careers

Training and Quality Assurance Manager

Hong Kong, Hong Kong
Human Resources

Job Description

Function Description: Hong Kong International Insurance Services (HKIIS)

Purpose of the Role:

Manage training and quality assurance functions of HKIIS to support business strategy and fulfill regulatory and compliance requirements.

  • Collaborate with team members, acquisition leaders and business stakeholders to develop training solutions which are aligned with the business strategy.
  • Assess the performance of acquisition team members and campaigns with recommended training solutions in order to enhance efficiency and effectiveness.
  • Research and develop training materials to assist implementation of training strategy.
  • Manage the new hire training for insurance team.
  • Oversee the QA team to manage and maintain quality assurance tasks with adherence to service level and compliance & regulatory requirement.
  • Evaluate and monitor complaints with coordination with resolution team, acquisition and operation team to ensure continuous process & service improvement
Critical Factors to Success:
  • Strong verbal and written communication skills
  • Excellent planning and implementation skills with ability to set priorities, attention to details and is tenacious with follow-ups
  • Demonstrates accountability and ownership


  • Minimum 4-5 years relevant experience
  • Excellent communication & interpersonal skills at all levels in an organization
  • Good command of written and spoken Chinese and English

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

ReqID: 19016956
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 11, 2019, 4:13:24 AM