ES Quality Specialist
Amazon
Lagunilla , CR
hace 5 días

DESCRIPTION

  • 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.
  • Responsibilities :

  • 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.).
  • BASIC QUALIFICATIONS

  • 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.
  • PREFERRED QUALIFICATIONS

  • Ability to identify abnormalities / variations.
  • Experience and knowledge in Amazon.es.
  • Ability to identify trends.
  • Kaizen experience.
  • Excel reporting experience recommended.
  • CS Insight Knowledge.
  • SQL Knowledge.
  • Degree in Engineering, Statistics, Computer Science, Mathematics or related field.
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