The LATAM Service Delivery Quality team is seeking for new acting Support Operation Analysts in Brazil. As you know, 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. The Quality Analyst role is critical in ensuring we deliver a world-class customer experience by providing insights and recommendations to operations leaders for continuous improvement.
If you have a passion for CS quality, data analysis, and driving positive change, let's build the future together. Key job responsibilities Support Team Manager Coaching and Mining Tasks: * Allocate 65% of time auditing customer contacts and conducting business level monitoring * Mine contacts of impact drivers at a site level to identify coaching opportunities and escalate systemic issues Sustainable Operational Improvements: * Audit sample of customer contacts at Store level impacted by new product/system releases or issues * Analyze data to identify patterns, trends and customer experience impact * Recommend actions to operations leaders to mitigate issues and drive improvements * Escalate key findings to fix issues with stakeholders Ensure Compliance with Policies and Procedures: * Conduct targeted audits on contacts showing potential policy violations * Report policy violations to Team Managers to enable corrective actions * With help of QA TM, prioritize audits based on data analysis and identify risks Deliver inputs to operations * High potential QAs act as proxy of QA TM when needed on WBRs with CS Ops to provide insights on performance and coaching calibration, sustainable improvement and transaction monitoring Self-Learning and Talent development * Participate in CS Leadership Development learning solutions for self-growth and learning * Participate in Cross Functional Project as an extended opportunity A day in the life * Analyze data to uncover trends and patterns related to customer experience, compliance, or operational issues. * Audit a sample of customer contacts, identifying areas of excellence and opportunities for improvement. * Prepare reports and presentations summarizing findings, insights, and recommended actions for operations leaders. * Participate in cross-functional meetings to discuss quality initiatives, process improvements, and customer feedback. * Support Team Managers by mining contacts at a site level and enabling effective coaching sessions due to actionable feedback you provide. * Continuously seek opportunities to enhance processes, tools, and methodologies to drive quality and operational excellence.
About the team LATAM Service Delivery Quality Tenets. 1- We are the arbiters of quality. Customer sentiment drives everything we do, and we use it to empower Amazonians to embrace their role in creating a positive experience. 2- Every interaction matters. We leverage our contact intelligence to amplify the voice of the customer by highlighting pain points advocating change, even if they have a minimal impact to metrics. 3- Quality over quantity.
Our effort is focused to provide the most significant positive influence on the customer experience, not to meet a contact review quota. 4- Trust the data. We obsess over the integrity of our reporting, allowing our partners to confidently take immediate, practical action. 5- Usability is key. We design quality tools working backwards from our internal customers, ensuring adoption by providing information when and how they need it. 6- Accountability is essential.
We hold our team and our operational partners accountable through cohesive quality mechanisms built on processes designed to improve customer experience. - Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint) - Experience with data mining, auditing CS contacts - Experience in US Primary and/or BR Primary Customer - Intermediate Excel skills - Demonstrates mastery of CS internal processes and tools like AC3, CS Assistant, Help Pages. - Portuguese and English communication and written skills. - Six Sigma Green Belt, or Six Sigma Black Belt Certification - Experience in Quality - Advanced Microsoft package skills (SharePoint, Power Query). - Experience with ACES in a Box and Surface mechanism. - Experience using Amazon data analysis tools and data visualization (DS2 datasets, Quicksight, Heartbeat, TextMiner). - Basic statistical knowledge (sample size, averages, weighted averages, entitlements, forecasts, ANOVA, etc.).
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. null
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