DESCRIPTION

At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. CAP Quality Assurance (QA) team is looking for a to support our team. Overall responsibility includes boosting the competencies of our employees by developing and conducting effective calibration and learning programs. You will be responsible for the development of audit accuracy initiatives and process improvements. You will develop your audience through a range of learning methodologies including sessions, and calibrations across an array of internal and external stakeholders.

Key job responsibilities
• Execute quality audits to support Operations, Program and Product initiatives
• Evaluate customer contacts for compliance with policies and procedures
• Perform contact mining based on business request
• Identify and analyze data to isolate issues, and report of key insight trends
• Provide high quality audit observations to support Operations and Program improvements
• Identify root cause of defects and provide ideas for process improvements to enhance process efficiency, quality and customer experience
• Support development of content to drive improvements and policy adherence, e.g. SOP updates, training etc. (as required)
• Share results of audits with Operations and Program/Product Teams on a regular basis (as required)

A day in the life
QA analyst is expected to deliver the following tasks that are summarized by the acronym A.U.D.I.T. Assess (A): •To execute quality audits aligned with the vision of creating the perfect process for having “the right concession to the right customer at the right time”. In this highly collaborative role, the Quality Auditor will establish quality standards and guidelines with consistent closed loop feedback mechanisms that drive improvements across the sites.
•To evaluate customer contacts for compliance with policies and procedures and measure the accuracy rate of every attribute depending with consideration to the required monitoring frequencies the CSA’s
Understand (U): •To bridge the process or product gaps among CAP operations and QA teams and to ensure that we improve customer experience, QAAs are part of calibration sessions, quality calls with partner sites to nurture best practices followed by different sites and take back the learning as key observations to the skill, QA team and CSAs. Deliver (D): •Analyze performance indicators, trends and develop a standard to report out to the Operations Leadership.
Reporting the performance of the CSA’s who are in the performance improvement plan to the TMs, GM’s and OM’s
•QA data are to be used by the Training team for the development of up training or recursive training material.
•Produce Quality tips through flyers on a weekly basis depending on the top recurring drivers. •Drive shared goals to reduce quality and compliance defects in partnership with the respective Operations teams.
Identify (I): •QAA is expected to identify any incomplete information and take responsibility to fix what’s broken by improving Amazon website Help pages, KC Content, blurbs or blurb lets etc., by liaising with multiple teams including editorial, business and program teams to benefit both internal (CSA’s) and external customers. •Be mindful of procedural, process gaps and wastes during monitoring from opportunities with information accuracy and completeness. •Make sure to communicate those opportunities as actionable items with QA & Operations
(T): •Partner closely with assigned OU/Site leadership to assist in agent outlier management and OU/Site level performance improvements

About the team
CAP Quality Team will work closely with Ops, Program and Front-line teams to define opportunities for optimizing the quality and communication processes. This role requires the ability to work autonomously in a fast-paced environment, while adhering to tight deadlines. The ability to multitask and prioritize is essential as you will be managing multiple tasks in parallel. The ideal candidate must demonstrate strong analytical & communication skills, attention to details, and a commitment to excellence.

BASIC QUALIFICATIONS

•Experience in conducting quality assurance audits
•Requires strong computer skills, Microsoft Office Applications (Excel, Power Point and Word) to maintain reports and metrics.
•Familiarity with online retail (e-commerce).
•Bachelor’s degree or previous experience working with Amazon.
•Prior experience in managing mid-large data sets
•Prior experience in extracting and visualizing data using SQL and Tableau/Power Bi

PREFERRED QUALIFICATIONS

Bachelor’s degree or significant college course work, preferably in a communication, education or related field or equivalent experience or previous experience working with Amazon. .
Prior experience in managing mid-large data sets
Prior experience in extracting and visualizing data using SQL and Tableau/Power Bi