Amazon's Customer Service (CS) is seeking a ES Quality Assurance (QA) Project manager for the ES Network. 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 QA Project Manager will work within the ES Quality team and be responsible for performing analysis and deep dives to support the ES Customer Service team by identifying root-causes and understanding the business metrics.
Based on data analysts, the PM will be asked to lead project within the ES CS that can be applied in other countries too.
The successful candidate will be driving quality to improve and preserve the highest standards of service. He / She will provide recommendations and come up with projects to drive continuous improvements that lead to a sustained performance.
Create and maintain systematic reporting systems and develop methodologies for analyzing and presenting data.
Monitor, Report and Analyze Quality metrics and quality risk management, deep dive and identify trends / root causes.
Recommend, own and drive performance improvement areas from a ES network perspective through customer satisfaction audits.
Lead Six Sigma projects, and other quality-related programs at local ES and European level
Working with EU Operational Engineering team in initiatives to improve quality metrics
Understand Operations Performance management of quality metrics and share best practices within the ES Network and EU.
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes.
Align and ensure synergy between Support Services and the Quality metrics (understanding the impact of Support Services initiatives in quality metrics, supporting teams with launch of new projects, etc.).
The ES QA Project manager Profile :
Analytical mindset with the ability to dive deep and have solid, structured and rational approach.
In posses of Project management experience
Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams.
Demonstrated ability to meet deadlines while managing multiple projects and prioritize work.
Results and Data orientated with a bias for action, taking responsibility and ownership.
Excellent written and oral communication skills including an ability to communicate with senior managers in the organization.
Self-motivated and able to own workload to deliver results.
Bachelor Degree in Engineering, Statistics, Computer Science, Mathematics or related field.
1 years of experience in project management, QA or analyst role
Advanced Excel Skills. VBA,SQL, HTML or other technical skills are advantageous
Previous experience in creation, implementation and maintenance of Quality monitoring programs / projects with proven qualitative results, preferably in Customer Service field
Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
Excellent organizational and time management skills
Excellent written and oral communication skills in Spanish and English
Full time employee in good standing (internal candidates).
Minimum 1 and a half year of employment with Amazon (internal candidates).
3 year of professional experience in customer service.
Six Sigma Green / Black Belt Certified and continuous improvement experience
Experience and knowledge in Amazon.es.
Excel experience / reporting experience recommended.
Previous quality improvement experience is preferred.