Job Location: Jaipur
You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let’s lead the way together.
As part of the Global Servicing Group (GSG), the Operational Excellence team is primarily focused on safeguarding the Company’s brand and assets while protecting our Colleagues. It is focused on driving adherence to internal policies and meeting regulatory expectations while balancing the execution of key business strategies and Customer First priorities. GSG Operational Excellence collaborates across key stakeholders to drive the necessary controls and oversight, enabling GSG stakeholders to set the standard for a seamless and differentiated customer experience.
Within Operational Excellence, the U.S. Complaints and Enterprise Program Management team leads the Abusive Behavior program. To ensure we support our zero-tolerance policy on discrimination or abuse of any kind, including from our customers, the team reviews customer interactions, validates and documents abusive behavior, and shares findings that may lead to coaching for our representatives to improve the customer experience or taking action on the customer’s American Express relationship.
The Abusive Behavior Business Analyst, Global Customer Research and Solutions will be responsible for reviewing customer interactions for potential abusive behavior from the customer towards our colleagues, appropriately categorizing and documenting the behaviors identified, and providing insights to evolve and enhance the Abusive Behavior program. A high level of professional discretion and integrity is required, as the Business Analyst will be regularly reviewing interactions that may contain profanity, as well as language of a racist, homophobic, sexist or otherwise abusive nature against our colleagues.
Job Responsibilities:
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Review potentially abusive situations including customer calls, chats, and other interactions
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Compile and summarize findings, accurately documenting customer and colleague behavior in detail
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Make recommendations for appropriate follow up actions in a subjective environment, including reasoning with strong and clear supporting documentation
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Leverage a variety of internal systems to conduct research and validate customer identity and behavior
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Demonstrate a keen attention to detail in research, analysis, and drawing conclusions
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Identify and raise trends and solutions to enhance and evolve Abusive Behavior program
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Must be flexible with schedule hours
Qualifications:
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Fluent in both English and Hindi
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Strong familiarity with navigating call recording systems (NICE, Nexidia, SpeechMiner, etc.) and customer systems of record (GSP, CSP, MS3, Globestar, etc.)
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Effective communication and excellent writing skills
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Naturally curious, a quick learner, and adept at drawing conclusions
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High level of professionalism, sense of urgency, and integrity to effectively handle sensitive cases
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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