Risk and Control Support Specialist
Amazon
San Jose, CR
hace 4 días

DESCRIPTION

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.

To expand the selection of products available to customers Amazon engages with Sellers, Vendors and Brand Owners who offer their catalog of products on Amazon's global eCommerce platforms.

The Partner Support and Solutions team acts as the primary interface for this customer group. We obsess over the provision of world class support, technical assistance, and account management services to our global partners.

We strive to predict our customers' needs, create and innovative self-help tools, and provide solutions to help them better serve their own customers and grow their businesses.

We are determined to deter the ill-intentioned as we continue to be the safest and most trusted online shopping experience.

To get there, we need exceptionally talented, bright, and driven people.

The Risk & Control team is responsible for developing and leading PSAS risk mitigation strategies. This team sets the agenda for auditing programs, risk tolerance, regulatory compliance and network stability.

Our core mission is to proactively monitor the business for risk, remediating any issues quickly, efficiently and fairly.

The Risk and Control Support Specialist will execute operations and security audits aligned with the vision of ensuring a secure Seller or Customer interaction.

In this highly collaborative role, you will be leading audit reviews across key business functions, ensuring that we are operating in adherence with critical policies and procedures.

You will be partnering with Service Delivery / Operations leaders, Trainers, Capacity Planning, Partner Relationship, and other security teams across Amazon to drive your daily objectives through to completion.

This role requires you to be a self-starter who is able to prioritize and deliver on deadlines with minimal supervision, and has the ability to use influence to drive project deliverables.

You should be comfortable in a fast-paced, multi-tasked environment and be able to partner with multiple stakeholders across the company.

Key responsibilities include, but are not limited to :

  • Accurately execute auditing tasks in an ethical and objective manner in accordance with existing policies and procedures and in a timely manner to meet programmatic and operational needs.
  • Verify, document, and communicate audit results; develop audit reports and evaluate the effectiveness of corrective action and follow up.
  • Build and implement network wide audit / control mechanisms
  • Understand our customers' perspectives and audit with their experience as much in mind as that of Associates.
  • Balance multiple ongoing projects, tasks, and priorities.
  • Develop creative methods and processes for improving core performance based on audit findings.
  • Identify and articulate issues, and escalate appropriately.
  • Address special projects as necessary and adapt to the changing requirements of the business.
  • Drive program objectives by leveraging your program management expertise to define project plans, manage implementation activities, and develop processes, documentation and communications for program / process rollout and ongoing support.
  • Identify potential security inefficiencies, improve processes and partner with cross-functional teams to develop improved solutions.
  • Manage and administer ongoing user permissions requests and access control mechanisms.
  • Implement security enhancements across production and support teams globally.
  • Basic Qualifications

  • Bachelor degree or equivalent work experience and 2+ years related customer support experience.
  • Demonstrated experience on Audit, Compliance and Quality Assessment
  • Experience building mitigation controls
  • Demonstrated strong analytical skills; including the ability to find, interpret, and make recommendations based on available data.
  • Demonstrated experience dealing with competing priorities in a fast-paced, deadline-driven environment.
  • Demonstrated ability to break down high-level business problems into concrete analytical solutions
  • Demonstrated ability to drive customer service quality improvement initiatives.
  • Ability to produce clear and concise verbal / written communication
  • PREFERRED QUALIFICATIONS

    Preferred Qualifications

  • Auditing / quality monitoring experience, preferably in a quality process role supporting a contact center environment
  • Demonstrated ability to successfully deal with ambiguity, work independently and use sound judgement making decisions.
  • Demonstrated ability to identify, surface, and contribute to cross-team process improvement projects.
  • Proficiency of Microsoft Office and advanced Excel skills.
  • 1+ years’ Project / Program Management experience.
  • Additional language fluency (specifically in Spanish, Portuguese, German, Italian, French)
  • 1 year Seller Support experience is a plus
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