Job Description

Analyst, KYC Operations - Quality Assurance (QA)

Job Grade: 28
Business Unit: Global Merchant & Network Services (GMNS)
Team: Financial Crimes Delivery | Global Governance, Risk, Remediation & Operations (GRRO)

About the Role

The Analyst, KYC Operations - Quality Assurance (QA) is part of the Financial Crimes Delivery team within GRRO under Global Merchant & Network Services (GMNS) business unit. The team partners across the business to deliver trusted and frictionless merchant experiences through resilient, compliant and efficient operational processes that safeguard the network, reduce operational and financial crime risk, and support sustainable growth.

The Analyst will execute day-to-day KYC quality assurance reviews in accordance with established procedures, review criteria and quality standards. The role involves reviewing case documentation, recording evidence-based findings, maintaining accurate review records and supporting the timely identification and escalation of quality issues.

This is an individual contributor position focused on delivering accurate and consistent reviews.

Responsibilities

Key Responsibilities

• Perform assigned QA reviews across KYC, Customer Due Diligence (CDD), ADD, pre-EDD and related Financial Crime processes, following approved sampling plans, checklists and review procedures.
• Review merchant onboarding, refresh and ongoing due diligence cases to assess whether documentation, assessments and decisions meet applicable policy and procedural requirements.
• Complete assigned reviews within agreed quality and productivity standards, escalating blockers or potential delays promptly.
• Document review outcomes clearly and accurately, maintaining supporting evidence and rationale in designated tools and trackers.
• Identify errors, missing information and procedural deviations, and classify findings in accordance with established guidance.
• Escalate questions, ambiguous cases and potentially significant findings.
• Communicate findings to relevant stakeholders through established channels and review additional evidence or clarifications received.
• Maintain accurate records of findings, responses and remediation progress, and perform assigned rechecks in accordance with approved procedures.
• Identify recurring errors and share observations to support root cause analysis, targeted feedback and process improvement.
• Participate in calibration sessions and apply agreed guidance to maintain consistency across reviews.
• Compile and validate review data to support routine QA reporting, including review volumes, findings and completion status.

Stay current with relevant policy and procedure updates, incorporate feedback into daily work and handle merchant information in line with confidentiality and data-handling requirements.

Qualifications

Minimum Qualifications

• Relevant experience in KYC operations, due diligence, Financial Crime operations, Quality Assurance or Quality Control within financial services.
• Working knowledge of AML and KYC principles, including customer identification, verification, beneficial ownership and due diligence requirements.
• Ability to assess case documentation against defined requirements and record clear, evidence-based conclusions.
• Strong attention to detail and analytical skills, with the ability to identify inconsistencies and follow issues through to resolution.
• Clear written and verbal communication skills, including the ability to explain findings professionally and seek clarification when required.
• Ability to organise daily work, meet agreed timelines and balance productivity with review accuracy.
• Working proficiency in Microsoft Excel and familiarity with case management systems or operational trackers.
• Ability to follow established procedures, apply feedback and recognise when an issue requires escalation.

Preferred Qualifications

• Experience reviewing merchant onboarding, KYC refresh or ongoing due diligence cases within a payments or merchant acquiring environment.
• Exposure to QA or QC reviews, defect documentation, calibration exercises or remediation rechecks.
• Familiarity with UK and international Financial Crime requirements relevant to KYC operations.

A relevant AML or KYC qualification, such as ICA or ACAMS.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About the Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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