Sr. ERC Quality Analyst, DLS
Amazon
Calle Blancos , CR
hace 2 días

DESCRIPTION

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 :

  • Support a team of 20 ERC team members by conducting monthly audits of their contacts, in line with the ERC quality program guidelines
  • Share feedback with employees in monthly 1 : 1 coaching sessions
  • Connect regularly with managers on the performance of their employees
  • Participate in new team member training, to familiarize new ERC team members with the Quality program
  • Handle one off investigation and coaching of issues escalated by leadership, as needed
  • Consult on and delivery of ongoing learning initiatives that pertain specifically to contact quality
  • Identify trends and gaps in employee contact handling and make recommendations to close gaps
  • Advocate relentlessly for the ERC’s customers and be the facilitator of service excellence in the ERC
  • Some data reporting on employee performance trends, as needed by leadership
  • Additional duties associated with ERC DLS process expertise, including process consultation, knowledge base content consultation, and project participation
  • BASIC QUALIFICATIONS

  • Minimum 1 year of Amazon DLS experience
  • Experience providing coaching and feedback in a professional setting
  • Excellent judgement and critical thinking skills
  • Excellent communication skills, both verbal and written
  • Bachelor's degree or advanced college education
  • PREFERRED QUALIFICATIONS

  • Professional experience administering a quality program that audits work of employees and provides specific feedback
  • Experience working in a call center environment
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