Quality Assurance Specialist (QA) (m/w)
Job ID: 719136 | Amazon CS Berlin GmbH
At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfil and deliver customer orders.
Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.
At Amazon we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are recruiting for a Quality Assurance Specialist (m/f) in Berlin or Regensburg, or Virtual Germany. The role can also be based out of Cork (Ireland) As part of Amazon's mission to be the most customer-centric company, we are looking for the right person to help us to continue to improve our Customer Service. The role is to be the Voice of Customer Obsession, analyzing the journey of a customer and understanding areas for improvement. The Quality Assurance Specialist should understand the business metrics, build a story which summarizes holistic quality performance, identifies solutions and implement the necessary actions. Following this initial phase it is imperative to own the actions and drive the required changes which lead to improved performance. The QA role should be setting the benchmark for standards we expect to deliver internally to drive a stronger customer experience.
Monitor and report Quality metrics, deep dive and identify trends/root causes
Liaise with DE Customer Service teams to implement best practice and to drive customer and performance improvements.
Recommend, own and drive performance improvement areas
Drive through improvement initiatives till implementation
Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
Assist with compiling, analyzing and driving First and Repeated Contact Resolution improvement initiatives
Provide the German operation a holistic view of customer performance and identify the levers which will drive improvements
Provide clear insight into performance drivers and the levers which impact performance
Implement and own action plans which driver performance improvements
Create growth plans linked to performance improvements and drive through the associated benefits
Uses quality monitoring data management system to compile and track performance at team and individual level
Language quality assurance of content provided by different departments including translation reviews from outsourcing companies
Conduct contact mining
Provide workshops and trainings
The main responsibility of this role will be to support the virtual customer service
Several years of professional experience in customer service, preferably in an operational, analytical or quality assurance (QA) role.
Highly developed analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.
Collaborative working across multiple sites (onshore and offshore) and multiple disciplines
Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams
Fluency in German and English
Bachelor Degree in Engineering, Statistics, Computer Science, Mathematics or related field
Flexibility in approach to work and self-driven
Highly analytical, with a proven ability to analyze various data sources and identify root cause/drivers of performance
Bias for action, takes responsibility/ownership and delivers
Builds lasting and effective relationships which focus on the customer
If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard. Have Fun. Make History.
Quality Assurance Specialist (QA) (m/w)
StepStone · 12.10.2018 · Berlin · Amazon Europe Core