Job Description


Job Title:  Business Analyst

Reports To: SVP Managed Services

Location: Remote


Business Analyst is responsible for conducting and managing the Quality Control process of phone engagements across multiple teams.  


Maintain the quality monitoring process for Merchant Finance Customer Service and APA teams.  Ensure quality procedures are adhered to across all teams by monitoring recorded calls.

  • Utilize quality monitoring scorecards and associated points by error category to evaluate calls.
  • Continually revise quality monitoring scorecards and processes to ensure consistency between procedures and training documents.
  • Develop quality monitoring procedures to ensure all processes are documented.
  • Monitoring calls

o   Utilize random sampling to pull enrollments/calls

o   Sample Size Requirements / month:

2 Enrollments / agent for agents scoring 80% or better from previous month

4 Enrollments / agent for Closers scoring <80% in the previous month

-  3 Customer Service calls / Customer Service

  • Send individual quality scorecards to the analyst and respective supervisor
  • Develop reporting

o   Consolidate individual quality scorecards into the monthly report

o   Send MTD reporting weekly

o   Month end report includes a breakdown of errors in each category and health of compliance.  Includes a summary of actions taken to address quality during the month.

  • Save all QC results on the American Express SharePoint for Customer Service team
  • Conduct calibration sessions with supervisors and quality team conducting quality monitoring to ensure consistency in scoring.
  • Follow the Quality Dispute process

o   Ensure all disputes submitted are addressed within 48 hrs and scores updated accordingly

  • Consistently communicate with supervisors/leadership to ensure any procedural questions or concerns are addressed.  Make revisions and adjustments to the process or scorecards as necessary.


    • Degree required with 2 years business experience
    • Excel
    • At least 1 year of self-managing and completing work with little or no direction
    • At least 1 year in a role meeting deadlines, collaborating with high level communication required

Compensation & Benefits:

  • Highly-competitive salary
  • Medical, Dental & Vision
  • Unlimited PTO after year 1
  • 401k Match
  • Education Expense Reimbursement
  • Gym Membership Reimbursement

Application Instructions

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