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Quality and Reporting Analyst
American Express. Support and execute quality control activities in Tele-Acquisition and Tele-Enablement .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality control activities, data analysis, and performance reporting to drive operational improvements and enhance customer outcomes. Proficient in collaborating with cross-functional teams to provide actionable insights and maintain high standards of compliance and control rigor.
Highest-signal resume keywords
Quality Control ActivitiesData AnalysisPerformance ReportingMicrosoft Office SuiteCustomer Service Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisPerformance MetricsQuality AssuranceReporting AutomationProcess ImprovementControl TestingAdvanced ExcelQuality ScorecardsOperational MetricsData Validation
Soft Skills
Attention to DetailVerbal CommunicationWritten CommunicationOrganizational SkillsTime Management
Tools & Technologies
Microsoft WordMicrosoft PowerPointBusiness Intelligence ToolsGMNS Platforms
Industry Keywords
Customer ServiceSales SupportCall Center OperationsTelemarketingTeleservicingComplianceRisk ManagementPerformance Management
About the role
Key responsibilities & impact- Support and execute quality control activities in Tele-Acquisition and Tele-Enablement
- Monitor and evaluate colleague interactions and operational outputs for policy, regulatory, risk-control, and brand-standard adherence
- Produce recurring and ad hoc program-level reports on performance trends, control effectiveness, productivity, quality outcomes, and risks
- Analyze large datasets to identify patterns, gaps, root causes, and process-improvement opportunities
- Track, validate, and report key quality and operational metrics, ensuring accuracy, consistency, timeliness, and data integrity
- Partner with leadership and cross-functional teams to turn reporting insights into recommendations improving quality, productivity, and customer outcomes
- Support governance routines, control validations, quality reviews, reporting readiness, and operational performance monitoring
- Identify control enhancements, operational efficiencies, reporting automation opportunities, and process-standardization needs
- Maintain documentation, reporting routines, and quality scorecards for performance management and leadership decision-making
- Escalate emerging issues, data anomalies, or control concerns under established procedures
Requirements
What you’ll need- High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred
- 3+ years of experience in customer service, sales support, operations, call center, quality assurance, reporting, analytics, or a related environment
- Ability to analyze performance metrics and reporting to identify trends, risks, and opportunities for operational improvement
- Strong attention to detail, accuracy, data integrity, process adherence, and quality outcomes
- Strong verbal and written communication skills, including summarizing complex data into clear insights and recommendations
- Strong organizational and time management skills; ability to prioritize multiple tasks and meet deadlines
- Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel
- Ability to work in a structured, team-oriented, performance-driven environment
- Ability to partner across functions, influence without authority, and support leaders with fact-based analysis
- Commitment to compliance, risk management, and high standards of control rigor
- Must be amenable to a hybrid work arrangement
- Must have at least 25 Mbps internet connection plan/speed
- Must have a private and quiet area to work at home
- Employment eligibility to work in the Philippines required; American Express will not pursue visa sponsorship
- Preferred: experience in sales, business development, supplier enablement, merchant acquisition, telemarketing, teleservicing, back-office operations, quality assurance, call monitoring, quality scorecards, control testing, performance management, dashboards, quality reports, leadership summaries, lead management, data validation, sales pipeline support, merchant onboarding, GMNS platforms, advanced Excel, reporting automation, business intelligence tools, and advanced English communication
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- Support for financial well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through the Healthy Minds program
- Career development and training opportunities
- Target-driven incentives
- Home working arrangement with required internet and private workspace