Call Transcription Associate (Japanese Speaking)

Job title:

Call Transcription Associate (Japanese Speaking)

Company

American Express

Job description

Job 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 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.How will you make an impact in this role?The Global Services Group (GSG) at American Express delivers extraordinary customer care to Cardmembers and Merchants around the world, while providing world-class credit, collections and fraud services, and driving revenue growth for the company. The GSG Capabilities Team is a global team of product professionals leading the product strategy, roadmap and delivery for the suite of capabilities used by Colleagues and Customers that touch our Servicing Network. We are responsible for empowering our Colleagues with tools and solutions needed to drive engagement and satisfaction with our customers, recognize and solve their needs with ease.We are looking for an enthusiastic Product Analyst with a passion for creative problem-solving, dynamic stakeholder management and an innovative mindset to join our call transcription team. We are seeking a high energy, solution-oriented team player to own and drive our product strategy and delivery in these critical areas. The successful candidate must be fluent spoken and written Japanese. This role will take the insights extracted using Contact Analytics and make recommendations to drive improvements to the Customer Experience, reduce operating expenses, and drive other key performance indicators. The ability to translate data into actionable insights such as defects, pain points and barriers for our Business Card Members is a must.Responsibilities:

• Develop and manage relationships with key partners to drive change, such as technologies, Vendor consultants and global business groups like Servicing Strategy &Transformation.
• Build relationships with key groups such as Operations, Operation Command Centers, Line Leadership, Compliance and Regulatory Strategy to identify opportunities to proactively leverage analytics and value-added usage of Contact Recording.
• Translate business objectives into analysis plan and functional design.
• Exercise business acumen and analytical skills utilizing Contact Analytics to identify improvements and insights based on organizational goals and priorities.
• Effectively and accurately communicate analysis results to the stakeholders, including deliverables, conclusions, and recommendations.
• Contribute to the formulation of the long-term vision for Contact Analytics as a key enabler for global initiatives, such as Value Generation, Reengineering, GenAI etc.

Minimum Qualifications:

• Japanese language speaker – required
• Ability to analyze and interpret data and effectively and accurately communicate analysis results to the stakeholders, including deliverables, conclusions, and recommendations
• Problem-solving and quantitative analytical aptitude
• Ability to translate technical language to a wide audience.
• Strategic, innovative thinker with a successful track record of problem solving, driving results and constructively challenging the status quo working on complex solutions is essential
• Strong delivery and execution of strategic projects which requires adept stakeholder & partner management, ability to identify, influence and drive focus on critical items
• Ability to influence peers and partners on strategic projects
• Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity, and rapid change
• Proven track record of successfully operating in a highly matrix environment
• Strong written and verbal communication skills to senior level audiences – both face to face & virtually
• Apply voice/contact center expertise to deliver American Express’s vision for frictionless, omnichannel customer journeys

Preferred Qualifications:

• Experience in project management, statistics/analytics or engineering
• Call recording systems (preferably NICE and/or SpeechMiner) or voice technologies experience
• Understanding of call center dynamics and processes

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.

Expected salary

Location

Brighton

Job date

Fri, 03 Jan 2025 23:17:44 GMT

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