DESCRIPTION

Providing excellent service every time is part of our mission to become the world’s most customer-centric company. As a Quality Analyst you’ll set our service standards high and ensure we’re always meeting them, never settling for substandard. You’ll work closely with a wide variety of Amazon colleagues and external vendors. The AIC program (Auditing, Insights and Compliance) audits contacts and collates feedback to create data that measures policy compliance of critical contacts (defined as on-road incidents, health related or escalations) and actions associates take to enable delivery success.

Key job responsibilities

• Contributing to and producing weekly reports on Network Quality data
• Conducting weekly audits and reaching set targets
• Evaluate audit findings and implement appropriate corrective actions such create/modify existing SOP’s
• Deep dive further into data and audit calls to prove or disprove a hypothesis
• Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.
• Retrospectively escalating Customer and Driver complaints to the appropriate departments
• Be aware of and adhere to applicable company policies when dealing with customer interactions
• Collaborate with team members to strive for continuous improvement
• Track the results of changes made and measure improvement
• Work independently on projects or tasks to identify and resolve issues

About the team
Amazon Business (AB) launched in the United States in April 2015 with the vision of delivering a comprehensive procurement solution for business customers of all sizes. In the US, AB now serves Fortune 500 companies, hospital systems, local governments, and education organizations. To support AB’s mission, the AB Operations team owns end to end customer experience for AB customers right from checkout to final mile delivery and sits under the broader Global Transportation Services (GTS). We are the Single Threaded WW Ops team driving B2B operations, developing products and programs unique to business customers, and enhancing the core Amazon delivery capabilities for commercial addresses. While Amazon has built its core operations over the last two decades mostly catered towards the end-consumer, we recognize that the business customers have unique needs and require a different set of features and services from their e-Commerce provider.

BASIC QUALIFICATIONS

• Advanced proficiency in both written and verbal in English
• Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
• Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

PREFERRED QUALIFICATIONS

• Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
• Experience working in a data-driven business environment
• Knowledge of basic SQL
• Quality inspection, auditing and testing experience · Experience with implementation of corrective action programs
  Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
  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.
  Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $45,100/year in our lowest geographic market up to $100,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site

• Contributing to and producing weekly reports on Network Quality data
• Conducting weekly audits and reaching set targets
• Evaluate audit findings and implement appropriate corrective actions such create/modify existing SOP’s
• Deep dive further into data and audit calls to prove or disprove a hypothesis
• Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.
• Retrospectively escalating Customer and Driver complaints to the appropriate departments
• Be aware of and adhere to applicable company policies when dealing with customer interactions
• Collaborate with team members to strive for continuous improvement
• Track the results of changes made and measure improvement
• Work independently on projects or tasks to identify and resolve issue