Quality Specialist

Job Description

DESCRIPTION

The Last Mile Analytics & Quality Team is seeking a Transportation Quality Specialist who will serve as the first line of support for address resolution, geocode correction, map edits, driver support, static route management, and other operational activities related to the Transportation process and optimization. Your contributions will have a direct and significant impact on our customers experience.

This role demands quick learning and the ability to manage overlapping tasks, which are crucial to your success. You will have the opportunity to address high-impact production issues that often require coordination among multiple stakeholders and operations groups, providing you with a broad perspective on the business.

Key job responsibilities
. Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, including through internal tools and systems.
. Investigate images/videos and provide recommended actions in accordance with SOPs.
. Listen to customer calls, transcribing text from calls, emails, when necessary to resolve issues.
. Identify patterns emerging from audits and contribute to process/program improvements.
. Provide timely responses to stakeholders on related tasks as per SOP and SLA.
. Systematically escalate problems to relevant owners/teams according to pre-determined processes.
. Maintain records of day-to-day work by updating trackers or workflow tools.
. Meet business metrics and goals, including SLA, productivity, quality, and utilization benchmarks.
. Understand performance metrics and leverage them to drive business goals.
. Work in a collaborative environment and contribute to the growth of the respective team/program.
. Develop a global perspective and understand the nuances of various geographies that Amazon operates in.
. Be flexible to work on multiple programs as per business requirements.
. Shifts: Rotational (This is a 24x7 shift environment, and shifts are rotational based on business requirements).
. Weekly Off: Rotational (5-day work week with 2 consecutive days off, which may change based on business requirements).
. WFO - This is a work from office role and candidates are expected to work from office from their assigned job location for number of days as decided by company/business policy.

BASIC QUALIFICATIONS

. Bachelor's degree.
. Fluency in Japanese.
. Required minimum JLPT N3 certification.
. Previous work experience preferred.
. Good communication skills - should be able to facilitate flow of translated information (Japanese to English and vice-versa) between teams internal/external
. Proficiency in Excel (pivot tables, VLOOKUP)

PREFERRED QUALIFICATIONS

. Analyze basic case level inputs and identify predictors / causes of business related problems and improve delivery / customer experience by case-level corrections
. Identify and uncover areas of opportunity and highlight the same to managers.
. Collaborate with intra-space multiple resources as per need and carry out basic analyses to help ensure efficiency and effectiveness of programs.
. Do root-cause analyses (when needed) within the space subject to availability of data.
. Logistics background and lean/six sigma training is a plus
. Basics in SQL

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