Easter Seals Jobs

Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

• Develop and implement quality assurance strategies and processes to ensure consistent service delivery.

• Monitor and evaluate calls to ensure quality standards are met.

• Provide feedback and coaching to improve agent performance.

• Design, develop, and deliver training programs tailored to the needs of the call center staff.

• Collaborate with management to identify training needs and develop solutions.

• Maintain and update training materials and resources.

• Analyze performance metrics and report on trends to senior management.

• Lead a team of quality assurance specialists and trainers, providing guidance and support.

• Ensure compliance with industry regulations and company policies.

• Handle and resolve customer complaints efficiently, ensuring a high level of customer satisfaction.

• Continuously seek opportunities for process improvement.

Preferred Qualifications

• Bachelor's degree in Business, Communications, or a related field.

• Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a quality assurance or training role.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proficiency in using call monitoring and quality assurance tools.

• Ability to design and implement effective training programs.

• Analytical skills to interpret data and identify trends.

• Knowledge of insurance industry regulations is a plus.

• Strong problem-solving skills and attention to detail.

Qualifications

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• Support for financial-well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counseling support through our Healthy Minds program

• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job: Operations

Primary Location: Hong Kong-Hong Kong-Hong Kong

Schedule Full-time

Req ID: 24015300