Quality Assurance Specialist (QA) (m/w)

 StepStone ·  12.10.2018 ·  Berlin ·  Amazon Europe Core


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


Teamwork:


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


Individual:


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.




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