Amazon, a Fortune 500 company is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers.
At Amazon, we strive to be Earth’s most customer-centric company, where customers can find and discover virtually anything they want to buy online.
We hire the world’s brightest minds and offer them an environment in which they can relentlessly improve the experience for our customers.
We want you to help share and shape our mission to be Earth’s most customer-centric company.
Amazon HR Services Delivery team in San Jose is looking for a Quality Specialist who will be driving and monitoring key quality deliverables for the Employee Life cycle activities for NA and LATAM based personnel.
The primary responsibility of this role is to conduct quality reviews of trouble tickets and provide feedback to Process Leads, Managers and Sr.
Associates. This review will aim to improve team’s performance by providing clear expectations, guidelines and consistency by creating standard work thus delighting the end customer.
A secondary area of focus will be trend reviewing from the quality data and other team performance related metrics to enhance continuous improvement, streamlining operational inefficiencies, creating relevant training guides / materials and distributing communication aids to the teams.
The Specialist will be the catalyst for the Sr. Associate to acquire the knowledge needed for their improvement and development.
Specialists should create a supportive relationship with their team, raise the bar for our customers and promote a culture of ownership.
Success of the role measured via customer feedback channels (HMD), improvement in quality performance and process improvement projects.
Roles and Responsibilities :
o Proactively aiding teammates with difficult customer contacts / cases (as applicable)
o Demonstrating effective communication and cooperation with other team members (including other teams)