Quality & Reporting Analyst

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026

10th in Fortune Magazine’s 2026 World’s Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

About the Team

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. U.S. Merchant Acquisition and Sales Enablement (MASE) is an organization comprised of professionals dedicated to signing and enabling U.S. merchants for AXP Card acceptance. Merchant Acquisition and Sales Enablement team contributes billions in annual new charge volume to the U.S. merchant business, focused on driving growth in B2B spend by enabling our Global Commercial Services buyers to spend on to the AXP network.

Role Summary

This Quality & Reporting Analyst role supports operational excellence and adherence to compliance standards. This role will produce program level reports to enable program owners to drive strategies based on data-driven insights.

The role is designed for individuals with a strong analytical capability and a control-oriented mindset to evaluate performance, identify risks, and deliver actionable reporting that enhances both customer experience and business outcomes.

Key Responsibilities

• Support and execute quality control activities in Tele-Acquisition and Tele-Enablement.
• 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.