Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, web case and chat.
The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages.
ERC associates are located in eight locations globally.
We are currently hiring a Senior ERC Quality Analyst to support a new team of HR Contact Center Associates that will be dedicated to servicing the disability, leave, and accommodation space.
The Sr. ERC Quality Analyst role is an advocate for service excellence in the ERC who support the continuous learning and quality improvement of ERC associates.
This position is primarily responsible for the facilitation of audits of employee calls and cases. They provide actionable, specific feedback to ERC associates to assist them in their growth, applying a framework that encompasses Amazon’s leadership principles as well as the Employee Services tenets.
ERC Quality Analysts work closely with leadership to communicate strengths and opportunities of individual employees to ensure a cohesive message from managers and Quality Auditors.
ERC Quality Analysts are skilled process experts in the ERC DLS service, and as such are often consulted on initiatives and programs to improve team performance.
They examines trends in employee contacts and identify continuous learning needs.
As a Senior Quality Analyst, you will also support escalations from leadership and team members. This includes helping associates handle complex queries within the ERC DLS scope, and assisting managers in investigations.
As a Senior ERC Quality Analyst that supports disability, leave, and accommodation, your responsibilities will be :