Senior Quality Analyst, D2AS Operational Intelligence
Amazon
Calle Blancos, CRI
hace 4 días

Job summary

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online.

Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA.

We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.

We do this every day by solving complex technical and business problems with ingenuity and simplicity.

  • Amazon's Digital and Device (D2) is seeking a Senior Quality Analyst. The ideal candidate will be comfortable in a fast-paced, multi-tasked environment;
  • will be technically savvy and be a creative and analytical problem solver with an obsession for excellent Customer Service.

    The Senior Quality Analyst will work within the D2AS Operational Intelligence team and be responsible for driving quality to improve and preserve the highest standards of service, understand business metrics, perform analysis and deep dives summaries to support the D2AS team.

    They identify root-causes, provide recommendations and ideate large-scale projects to drive continuous improvements that lead to a sustained performance.

    The Senior Quality Analyst will report to the D2AS Operational Intelligence Manager.

    You should have a team oriented work style, an innovative mindset, and a committed work ethic.

    Key job responsibilities

  • Work across multiple departments (PAVES, BI, Training / Content, Network Design, Partners), OUs and sites and guide a distributed team of Quality Analysts and Associates
  • Perform analytical deep dives to develop insights, identify performance gaps, highlight strengths, spot trends and recommend corrective actions
  • Provide Ops team with a holistic view of performance and identify the levers which will drive performance improvements
  • Lead quality improvement projects to meet performance targets and drive continuous improvement
  • Materialize the Quality team’s vision into actions and projects. Participate in development of robust improvements and training processes, as well in the definition of quality goals
  • Contribute to the development of reporting systems for all levels of the customer journey
  • Have deep procedural and process knowledge and assist the network in optimizing, scaling and enhancing action plan
  • Oversee analysis and define a structure to develop insights from contact audits
  • Lead a team of quality analysts
  • Support new product launches
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