[Hiring] Quality Analyst @Amazon

Role Description

The LATAM Service Delivery Quality team is seeking new acting Support Operation Analysts in Brazil. 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

• 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.
• 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.
• 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.
• Trust the data. We obsess over the integrity of our reporting, allowing our partners to confidently take immediate, practical action.
• Usability is key. We design quality tools working backwards from our internal customers, ensuring adoption by providing information when and how they need it.
• Accountability is essential. We hold our team and our operational partners accountable through cohesive quality mechanisms built on processes designed to improve customer experience.

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.
• 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.).

Company Description