Job Description

 

Job Title:  Business Analyst

Reports To: SVP Managed Services

Location: Remote


SUMMARY: 

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


JOB FUNCTIONS & DUTIES:·       

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.


    REQUIRED EXPERIENCE:


    • 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

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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