Quality Associate
Amazon
Quality Associate
Amazon
Sells products online and rents cloud computing
The Last Mile Analytics & Quality Team is seeking a Quality Associate 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.
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.
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**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
- Bachelor's degree
- Experience communicating with managers and associates at all levels
- Speak, write, and read fluently in English
- Experience with Microsoft Office products and applications
- Experience with SQL
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.
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Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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