Field Quality Assurance Specialist

Advanced proficiency in German language, in both written and verbal communication (C1 Common European Framework of Reference, CEFR) - Relevant experience working with data analytics and using these metrics to identify problems - Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
Operations is the heart and soul of everything Amazon does. As member of the ACES (Amazon Customer Excellence Systems) and Quality team, you will solve complex challenges and contribute to the optimization of the delivery stations operations, providing station with sufficient knowledge and appropriate tools to improve performance. You goal is to identify, design, and deliver process improvement solutions for various customer experience initiatives, designed to improve Amazon’s ability to deliver directly to customers through its network of 3rd party vendors. Key job responsibilities - Complete daily routines in the field of address data quality with the aim to improve delivery quality. - Monitor and analyze data to track key quality metrics. - Perform audits, assessments and deep dives of field processes and procedures. - Use logical thinking, analytical & problem-solving skills to identify potential areas for improvement. - Communicate any quality problems or concerns that are impacting the customer experience. - Verify potential access codes and delivery instructions for assigned addresses and update records as needed. A day in the life You will have the exciting opportunity to make history by becoming a member of the ACES (Amazon Customer Excellence Systems) and Quality team whose purpose is to create unprecedented customer experiences on a daily basis. We’re looking for innovation and problem-solving skills, and a passion to create world class customer experiences that will change the face of commerce. About the team Amazon Logistics, or AMZL, handles ‘last mile’ delivery duties in partnership with third-party distribution businesses. We utilise creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions for our newest concepts, like Amazon Fresh, Prime Now and Amazon Restaurants. There are two sides to what we do. Our ‘under the roof’ associates process millions of products for dispatch to our delivery teams. Our team is people-focused and supportive, particularly as lots of our people work through the night. We focus mostly on operations, with 24/7 shifts in most of our locations. Meanwhile, our ‘on the road’ people work with Amazon Flex - a network of delivery contractors. Every year, we continually raise the bar for customer experience with new, innovative delivery services. We look for new ways to overcome industry wide logistics challenges and new ideas to reduce our carbon footprint, supported by a portfolio of cutting-edge vehicles (including Electric Vehicles) and technology to help us do just that.
- Customer service skills to effectively communicate with internal and external partners
- Experience using a transportation management system
- Parcel delivery experience, with market/geographic expertise

You are organized and able to meet deadlines through effective prioritization of your tasks, even when requests overlap.
This position requires on-site presence and occasional deviations from regular office hours may be required.

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