Amazon's Customer Service (CS) is seeking a ES Quality Assurance (QA) Specialist 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 ES QA Specialist will work within the ES Quality team and be responsible for driving quality to improve and preserve the highest standards of service;
understand the business metrics; perform analysis and deep dives to support the ES Customer Service team; identify root-causes and provide recommendations;
come up with projects to drive continuous improvements that lead to a sustained performance. The QA Specialist will report to the ES QA Manager.
The ES QA Specialist Profile :
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 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.
Ability to dive deep and have solid analytical approach.
Self-motivated and able to own workload to deliver results.
Understand Operations Performance management of quality metrics and share best practices within the ES Network.
Provide Ops team with a holistic view of performance and identify the levers which will drive performance improvement.
Working with EUQA in initiatives to improve quality metrics.
Identify and analyze data to isolate issues, identify trends, develop solutions and prioritize opportunities for overall process improvements.
Lead quality improvement projects to improve performance and drive continuous improvement.
Produce, and maintain quality metrics reports that support analysis and performance management.
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.).
At least 1 year of Quality Assurance Experience.
Experience in Data mining / Data Analysis.
3 years of professional experience in customer service.
Intermediate Excel knowledge (Data Entry, VLOOKUPS, PIVOTS and its features, Basic Formulas).
Ability to work on graveyard schedule (when required).
Good communication skills.
Continuous improvement basic knowledge.
Ability to identify abnormalities / variations.
Experience and knowledge in Amazon.es.
Ability to identify trends.
Excel reporting experience recommended.
CS Insight Knowledge.
Degree in Engineering, Statistics, Computer Science, Mathematics or related field.