Quality Associate

About the Role

The Last Mile Analytics & Quality Team (LMAQ) is seeking a Quality Associate. This role serves as the first line of support for operational activities related to the Transportation process and optimization, including address resolution, geocode correction, map edits, driver support, and static route management. The contributions will directly impact customer experience. This role requires quick learning and the ability to manage overlapping tasks.

Key Responsibilities

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions using internal tools and systems.
• Investigate images/videos and provide recommended actions in accordance with SOPs.
• Listen to customer calls, transcribing text from calls and 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 Amazon operates in.
• Be flexible to work on multiple programs as per business requirements.

Work from Office Role

Weekly Off: Rotational (5-day work week with 2 consecutive days off, which may change based on business requirements).

Qualifications

• Bachelor's degree.
• Experience communicating with managers and associates at all levels.
• Fluent in speaking, writing, and reading in English.
• Ability to take direction in English.

Requirements & Tech Stack

• Microsoft Office products and applications.