Job
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/ Email transactions, and other communications
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 and other call recording systems to manually identify and locate calls for testing.
Responsibilities:
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:
Graduate
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
Behavioral Skills/Capabilities:
Enterprise Leadership Behaviors
SetThe 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