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English language proficiency
- Bachelor degree
- Formal project management experience
Job summary
Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).
The EU CS Process Engineering (PE) team combines quality assurance as well as program and project management resources to support CS Operations teams across EU. EU CS PE will focus on two general work streams: 1) the operational excellence program, covering quality, productivity and policy compliance; and 2) new tool and process implementation, integration and adoption.
The PE QA team is seeking a Quality Specialist to help manage the customer experience across the network.
Position Overview
The QA specialist should understand the business metrics, build a story which summarizes quality performance, identifies solutions and implement the necessary actions. Following this initial phase, it is imperative to own the actions and drive the required changes which lead to improved performance. The QA role should be setting the benchmark for standards we expect to deliver internally to drive a stronger customer experience.
Key job responsibilities
- Liaise with the Customer Service teams to learn and implement best practice and to drive customer and performance improvements
- Monitor and report on Quality metrics, deep dive and identify trends/root causes to identify the levers which will drive improvements
- Recommend, own and drive performance improvement areas
- Assist with improvement initiatives to implementation
- Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
- Assist with compiling, analyzing and driving Repeat Contact Resolution improvement initiatives
- Participates/leads in customer calibration programs to identify customer needs and expectations
- Uses quality monitoring data management system to compile and track performance at site, team and individual level
- Participate in quality-based programs and projects for the DE and UK region
Internal job description
- Strong leadership, organizational and analytical skills
- European langues
- Strong stakeholder management and communications skills
- Proven track record of strong delivery of results by working both independently and collaboratively with relevant stakeholders as appropriate
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