As you know, at Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
The Quality Analyst role is critical in ensuring we deliver a world-class customer experience by providing insights and recommendations to operations leaders for continuous improvement. If you have a passion for CS quality, data analysis, and driving positive change, let's build the future together.
Key job responsibilities
Support Team Manager Coaching and Mining Tasks:
* Allocate 65% of time auditing customer contacts and conducting business level monitoring
* Mine contacts of impact drivers at a site level to identify coaching opportunities and escalate systemic issues
Sustainable Operational Improvements:
* Audit sample of customer contacts at Store level impacted by new product/system releases or issues
* Analyze data to identify patterns, trends and customer experience impact
* Recommend actions to operations leaders to mitigate issues and drive improvements
* Escalate key findings to fix issues with stakeholders
Ensure Compliance with Policies and Procedures:
* Conduct targeted audits on contacts showing potential policy violations
* Report policy violations to Team Managers to enable corrective actions
* With help of QA TM, prioritize audits based on data analysis and identify risks
Deliver inputs to operations
* High potential QAs act as proxy of QA TM when needed on WBRs with CS Ops to provide insights on performance and coaching calibration, sustainable improvement and transaction monitoring
Self-Learning and Talent development
* Participate in CS Leadership Development learning solutions for self-growth and learning
* Participate in Cross Functional Project as an extended opportunity
A day in the life
* Analyze data to uncover trends and patterns related to customer experience, compliance, or operational issues.
* Audit a sample of customer contacts, identifying areas of excellence and opportunities for improvement.
* Prepare reports and presentations summarizing findings, insights, and recommended actions for operations leaders.
* Participate in cross-functional meetings to discuss quality initiatives, process improvements, and customer feedback.
* Support Team Managers by mining contacts at a site level and enabling effective coaching sessions due to actionable feedback you provide.
* Continuously seek opportunities to enhance processes, tools, and methodologies to drive quality and operational excellence.
About the team
LATAM Service Delivery Quality Tenets.
1- We are the arbiters of quality. Customer sentiment drives everything we do, and we use it to empower Amazonians to embrace their role in creating a positive experience.
2- Every interaction matters. We leverage our contact intelligence to amplify the voice of the customer by highlighting pain points advocating change, even if they have a minimal impact to metrics.
3- Quality over quantity. Our effort is focused to provide the most significant positive influence on the customer experience, not to meet a contact review quota.
4- Trust the data. We obsess over the integrity of our reporting, allowing our partners to confidently take immediate, practical action.
5- Usability is key. We design quality tools working backwards from our internal customers, ensuring adoption by providing information when and how they need it.
6- Accountability is essential. We hold our team and our operational partners accountable through cohesive quality mechanisms built on processes designed to improve customer experience.
Basic qualifications
- Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint)- Experience with data mining, auditing CS contacts
- Experience in US Primary and/or BR Primary Customer
- Intermediate Excel skills
- Demonstrates mastery of CS internal processes and tools like AC3, CS Assistant, Help Pages.
- Portuguese and English communication and written skills.
Preferred qualifications
- Six Sigma Green Belt, or Six Sigma Black Belt Certification- Experience in Quality
- Advanced Microsoft package skills (SharePoint, Power Query).
- Experience with ACES in a Box and Surface mechanism.
- Experience using Amazon data analysis tools and data visualization (DS2 datasets, Quicksight, Heartbeat, TextMiner).
- Basic statistical knowledge (sample size, averages, weighted averages, entitlements, forecasts, ANOVA, etc.).
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
null