Quality Analyst, Quality Commitment and Customer Care Job at Amazon.com Services LLC
- 1+ years of experience conducting audits or other quality control inspections
- Experience using Microsoft Office Suite programs (Word, Excel, PowerPoint, Publisher, SharePoint, Outlook)
- Experience in an IT/Operations/Call/Command Center work environment
- Fluency, both written and spoken, required for one or all of the following languages: English/Spanish/German/Hindi/Japanese/Castilian/French/Telugu/Italian/Portuguese/Arabic
The mission of Amazon Global Security Operations is to mitigate security and operational risks to our associates, physical assets, and brand. Critical Incident Operations (CIOPS) supports Amazon Worldwide Operations by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management. Amazon is hiring a passionate individual to be a part of the CIOPS Quality Assurance Team. The CIOPS Quality Assurance Team is a 24/7 team responsible for providing direct support to the GSOC Operations team. The Team is responsible for ensuring the highest standards of support for customers and stakeholders during Critical Incidents. The Quality Analyst would be responsible for auditing the processes within the GSOC to ensure adherence to established processes and Customer Contact Tenets in alignment to a Crisis Management framework. The role requires a candidate with the ability to analyze multiple customer inputs and CIOPS outputs with the goal of identifying trends that would affect efficiency, response capability, and performance, and customer service. Candidates must have a high attention to detail to analyze products prior to dissemination to ensure alignment with quality standards. Candidates must have strong capabilities in customer service, business writing, auditing, and communication. *Shift work will be required, potentially to include nights, weekends and Public Holidays. *This position does not offer a relocation package*
- Bachelor’s Degree in related field (Organizational Leadership, Business, Compliance, etc.)
- Experience working in fast paced environments, and ability manage workload even during times of stress or escalated activity.
- Strong attention to detail.
- Fluency in written and spoken English.
- Ability to community effectively under time constraints.
- Ability to work cross-functionally with business leaders.
- Experience generating trend and KPI reporting for business leaders.
- Experience with critical incident management and crisis management framework.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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