Quality Specialist
Amazon
2 - 5 years
Hyderabad
Posted: 2/5/2025
Job Description
The Last Mile Analytics & Quality Team is seeking a 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
Roles and Responsibilities:
This includes, but is not limited to:
• 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).
* Work from Office Role
Key job responsibilities
The Last Mile Analytics & Quality Team is seeking a 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
Roles and Responsibilities:
This includes, but is not limited to:
• 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).
* Work from Office Role
Basic Qualifications
- Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics
- Excellent Communication Skills
Preferred Qualifications
- Experience with SQL
- Experience with Excel
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how
- we
- hire/accommodations for more information.
If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
About Company
Amazon is a multinational technology and e-commerce company founded by Jeff Bezos in 1994. Initially focused on selling books online, it quickly expanded into a broad range of products and services, including electronics, cloud computing (via Amazon Web Services), streaming, and artificial intelligence. Amazon has revolutionized online shopping with fast delivery, personalized recommendations, and a subscription service called Amazon Prime. It is one of the world's largest and most valuable companies, with a significant impact on retail, technology, and logistics.
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