Senior Quality Analyst, Device & Digital Customer Service Job in Amazon

DESCRIPTION

At Amazon, we strive to be Earths most customer-centric company where people can find and discover anything they want to buy online. Amazons 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 worlds 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 Digital and Device (D2) is seeking a Senior Quality Analyst for the D2AS Worldwide English 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 Quality Analyst will work within the English D2AS Quality team and be responsible for driving quality to improve and preserve the highest standards of service, understand business metrics, perform analysis and deep dives summaries to support the D2AS team. They identify root-causes, provide recommendations and ideate large-scale projects to drive continuous improvements that lead to a sustained performance. The Quality Analyst will report to the D2AS Quality Manager.


Responsibilities:
Work across multiple departments (Opex, BI, Training/Content, Network Design, Partners), OUs and sites and guide a distributed team of Quality Analysts and Associates
Perform analytical deep dives to develop insights, identify performance gaps, highlight strengths, spot trends and recommend 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
Materialize the Quality teams vision into actions and projects. Participate in development of robust 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
Have deep procedural and process knowledge and assist the network in optimizing, scaling and enhancing action plans
Oversee analysis and define a structure to develop insights from contact audits
Individual:
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
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 ideas and analysis through compelling narratives and concise write-ups with senior leaders in the organization
Consistently act-as role model for L4 colleagues when it comes to the output quality of their analysis.
Perpetually curious about different perspectives of looking at problems, create hypotheses and validate through data

BASIC QUALIFICATIONS

Bachelors degree in a quantitative or scientific area (Statistics, Engineering, Economics, Mathematics, etc.)
3+ years of experience as Quality analyst or Program Manager
Exceptional analytical skills and ability to synthesize recommendations from data
Strong verbal and written communication skills.
Successful track record leading projects, process improvements or operations, preferably in a CS environment
Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word
Self-starter capable to taking initiative and working with minimal direction

PREFERRED QUALIFICATIONS

3+ years of experience in Customer Service
Six Sigma Green Belt or Black Belt Certified
MBA, Certified Project/Program Management credentials
Experience with SQL, Tableau and Amazon internal reporting systems