At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online.
Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA.
We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.
We do this every day by solving complex technical and business problems with ingenuity and simplicity.
Amazon's Customer Service (CS) is seeking a Sr. Quality Analyst for the D2AS Spanish Language 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 Sr. Quality Analyst will work with the Multilingual D2AS Quality team and be responsible for driving quality improvements to improve and preserve the highest standards of quality and service;
understand the business metrics; perform analysis and deep dives to support the Brazilian Customer Service team; identify root-causes and provide recommendations;
come up with projects to drive continuous improvements that lead to a sustained performance.
The Sr. Quality Analyst will report to the D2AS QA Manager.
Take a role in the QA function for the Spanish language D2AS network, across all the sites, working closely with the local and distributed team of Quality Analysts
Perform analytical deep dives to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
Provide Ops team with a holistic view of performance and identify the levers which will drive performance improvements
Lead quality improvement projects to meet performance targets and drive continuous improvement
Participate in the development of robust quality improvements and training processes, as well in the definition of quality goals
Contribute to the development of reporting systems for all levels of the customer journey
Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
Negotiation and influencing skills; able to listen to and persuade others based on sound logic
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 owning delivery
Excellent written and oral communication skills including an ability to communicate with senior managers in the organization
Motivated to work on own initiative
2+ years of experience in Customer Service
Six Sigma Green Belt or Black Belt Certified
Experience with SQL and Amazon internal reporting system
Knowledge of Portuguese language considered a plus