Monitor, evaluate, and assess colleague interactions and operational outputs to ensure adherence to internal policies, regulatory requirements, risk controls, and brand standards.
Produce recurring and ad hoc program-level reports that provide clear insights into performance trends, control effectiveness, productivity, quality outcomes, and risk areas.
Analyze large datasets to identify patterns, gaps, root causes, and opportunities for process improvement.
Track, validate, and report on key quality and operational metrics, ensuring accuracy, consistency, timeliness, and data integrity.
Partner with leadership and cross-functional teams to translate reporting insights into actionable recommendations that improve quality, productivity, and customer outcomes.
Support governance routines, control validations, quality reviews, reporting readiness, and operational performance monitoring.
Contribute to continuous improvement initiatives by identifying control enhancements, operational efficiencies, reporting automation opportunities, and process standardization needs.
Maintain documentation, reporting routines, and quality scorecards that support transparent performance management and leadership decision-making.
Operate with a strong risk mindset and escalate emerging issues, data anomalies, or control concerns in accordance with established procedures.
Minimum Qualifications
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.
Demonstrated ability to analyze performance metrics and reporting to identify trends, risks, and opportunities for operational improvement.
Strong attention to detail with a focus on accuracy, data integrity, process adherence, and quality outcomes.
Strong verbal and written communication skills, including the ability to summarize complex data into clear insights and recommendations.
Strong organizational and time management skills, with the ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel.
Ability to work effectively in a structured, team-oriented, and performance-driven environment.
Ability to partner across functions, influence without authority, and support leaders with fact-based analysis.
Demonstrated commitment to compliance, risk management, and maintaining high standards of control rigor.
Preferred Qualifications
Experience supporting sales, business development, supplier enablement, merchant acquisition, telemarketing, teleservicing, or back-office operations.
Experience with quality assurance, call monitoring, quality scorecards, control testing, or performance management routines.
Experience building, maintaining, or interpreting operational dashboards, quality reports, and leadership summaries.
Familiarity with lead management, data validation, sales pipeline support, supplier enablement, or merchant onboarding processes.
Experience working with internal GMNS platforms such as MS3, Merchant Force, MIRA, SMART, C360, or similar systems.
Intermediate to advanced Excel skills, including pivot tables, formulas, data validation, and trend analysis; experience with reporting automation or business intelligence tools is a plus.
Strong analytical mindset with the ability to identify trends, connect insights across data sources, and recommend practical improvements.
Advanced English communication skills, including the ability to engage stakeholders and prepare leadership-ready updates.
Additional Details
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.
