Quality Analyst [A], Americas Stores CS QA Team (ACQ)
- Hiring from
- Brazil
- Work type
- Remote
- Posted
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Description
The LATAM Service Delivery Quality team is seeking for new acting Support Operation Analysts in Brazil.
As you know, at Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
The Quality Analyst role is critical in ensuring we deliver a world-class customer experience by providing insights and recommendations to operations leaders for continuous improvement. If you have a passion for CS quality, data analysis, and driving positive change, let's build the future together.
Key job responsibilities
Support Team Manager Coaching and Mining Tasks:
* Allocate 65% of time auditing customer contacts and conducting business level monitoring
* Mine contacts of impact drivers at a site level to identify coaching opportunities and escalate systemic issues
Sustainable Operational Improvements:
* Audit sample of customer contacts at Store level impacted by new product/system releases or issues
* Analyze data to identify patterns, trends and customer experience impact
* Recommend actions to operations leaders to mitigate issues and drive improvements
* Escalate key findings to fix issues with stakeholders
Ensure Compliance with Policies and Procedures:
* Conduct targeted audits on contacts showing potential policy violations
* Report policy violations to Team Managers to enable corrective actions
* With help of QA TM, prioritize audits based on data analysis and identify risks
Deliver inputs to operations
* High potential QAs act as proxy of QA TM when needed on WBRs with CS Ops to provide insights on performance and coaching calibration, sustainable improvement and transaction monitoring
Self-Learning and Talent development
* Participate in CS Leadership Development learning solutions for self-growth and learning
* Participate in Cross Functional Project as an extended opportunity
A day in the life
* Analyze data to uncover trends and patterns related to customer experience, compliance, or operational issues.
* Audit a sample of customer contacts, identifying areas of excellence and opportunities for improvement.
* Prepare reports and presentations summarizing findings, insights, and recommended actions for operations leaders.
* Participate in cross-functional meetings to discuss quality initiatives, process improvements, and customer feedback.
* Support Team Managers by mining contacts at a site level and enabling effective coaching sessions due to actionable feedback you provide.
* Continuously seek opportunities to enhance processes, tools, and methodologies to drive quality and operational excellence.
About the team
LATAM Service Delivery Quality Tenets.
1- We are the arbiters of quality. Customer sentiment drives everything we do, and we use it to empower Amazonians to embrace their role in creating a positive experience.
2- Every interaction matters. We leverage our contact intelligence to amplify the voice of the customer by highlighting pain points advocating change, even if they have a minimal impact to metrics.
3- Quality over quantity. Our effort is focused to provide the most significant positive influence on the customer experience, not to meet a contact review quota.
4- Trust the data. We obsess over the integrity of our reporting, allowing our partners to confidently take immediate, practical action.
5- Usability is key. We design quality tools working backwards from our internal customers, ensuring adoption by providing information when and how they need it.
6- Accountability is essential. We hold our team and our operational partners accountable through cohesive quality mechanisms built on processes designed to improve customer experience.
As you know, at Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
The Quality Analyst role is critical in ensuring we deliver a world-class customer experience by providing insights and recommendations to operations leaders for continuous improvement. If you have a passion for CS quality, data analysis, and driving positive change, let's build the future together.
Key job responsibilities
Support Team Manager Coaching and Mining Tasks:
* Allocate 65% of time auditing customer contacts and conducting business level monitoring
* Mine contacts of impact drivers at a site level to identify coaching opportunities and escalate systemic issues
Sustainable Operational Improvements:
* Audit sample of customer contacts at Store level impacted by new product/system releases or issues
* Analyze data to identify patterns, trends and customer experience impact
* Recommend actions to operations leaders to mitigate issues and drive improvements
* Escalate key findings to fix issues with stakeholders
Ensure Compliance with Policies and Procedures:
* Conduct targeted audits on contacts showing potential policy violations
* Report policy violations to Team Managers to enable corrective actions
* With help of QA TM, prioritize audits based on data analysis and identify risks
Deliver inputs to operations
* High potential QAs act as proxy of QA TM when needed on WBRs with CS Ops to provide insights on performance and coaching calibration, sustainable improvement and transaction monitoring
Self-Learning and Talent development
* Participate in CS Leadership Development learning solutions for self-growth and learning
* Participate in Cross Functional Project as an extended opportunity
A day in the life
* Analyze data to uncover trends and patterns related to customer experience, compliance, or operational issues.
* Audit a sample of customer contacts, identifying areas of excellence and opportunities for improvement.
* Prepare reports and presentations summarizing findings, insights, and recommended actions for operations leaders.
* Participate in cross-functional meetings to discuss quality initiatives, process improvements, and customer feedback.
* Support Team Managers by mining contacts at a site level and enabling effective coaching sessions due to actionable feedback you provide.
* Continuously seek opportunities to enhance processes, tools, and methodologies to drive quality and operational excellence.
About the team
LATAM Service Delivery Quality Tenets.
1- We are the arbiters of quality. Customer sentiment drives everything we do, and we use it to empower Amazonians to embrace their role in creating a positive experience.
2- Every interaction matters. We leverage our contact intelligence to amplify the voice of the customer by highlighting pain points advocating change, even if they have a minimal impact to metrics.
3- Quality over quantity. Our effort is focused to provide the most significant positive influence on the customer experience, not to meet a contact review quota.
4- Trust the data. We obsess over the integrity of our reporting, allowing our partners to confidently take immediate, practical action.
5- Usability is key. We design quality tools working backwards from our internal customers, ensuring adoption by providing information when and how they need it.
6- Accountability is essential. We hold our team and our operational partners accountable through cohesive quality mechanisms built on processes designed to improve customer experience.
Basic Qualifications
- Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint)
- Experience with data mining, auditing CS contacts
- Experience in US Primary and/or BR Primary Customer
- Intermediate Excel skills
- Demonstrates mastery of CS internal processes and tools like AC3, CS Assistant, Help Pages.
- Portuguese and English communication and written skills.
- Experience with data mining, auditing CS contacts
- Experience in US Primary and/or BR Primary Customer
- Intermediate Excel skills
- Demonstrates mastery of CS internal processes and tools like AC3, CS Assistant, Help Pages.
- Portuguese and English communication and written skills.
Preferred Qualifications
- Six Sigma Green Belt, or Six Sigma Black Belt Certification
- Experience in Quality
- Advanced Microsoft package skills (SharePoint, Power Query).
- Experience with ACES in a Box and Surface mechanism.
- Experience using Amazon data analysis tools and data visualization (DS2 datasets, Quicksight, Heartbeat, TextMiner).
- Basic statistical knowledge (sample size, averages, weighted averages, entitlements, forecasts, ANOVA, etc.).
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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- Experience in Quality
- Advanced Microsoft package skills (SharePoint, Power Query).
- Experience with ACES in a Box and Surface mechanism.
- Experience using Amazon data analysis tools and data visualization (DS2 datasets, Quicksight, Heartbeat, TextMiner).
- Basic statistical knowledge (sample size, averages, weighted averages, entitlements, forecasts, ANOVA, etc.).
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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