The Last Mile Analytics & Quality Team is looking for a Transportation Quality Specialist who will act as first-level support for the Last Mile team, handling multiple transportation services and operational issues related to transportation process and optimization.
Your solutions will impact our customers directly! This role requires you to be proactive, quick to learn, and capable of managing overlapping tasks. High-impact production issues often require coordination across multiple groups, providing broad exposure to various teams.
The ideal candidate must be detail-oriented, possess excellent verbal and written communication skills, strong organizational abilities, and be able to work independently under pressure. You should be able to identify problems proactively and implement solutions to prevent outages. Sound judgment, a focus on improving customer experience, and effective task prioritization are essential.
Roles and Responsibilities
* Fluency in Portuguese (B2 proficiency required).
* Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, including listening to calls and transcribing texts from calls, emails, chats, messages, etc.
* Identify emerging patterns in audits and contribute to process or program improvements.
* Provide timely responses to stakeholders as per SOP and SLA requirements.
* Escalate problems systematically to relevant owners or teams.
* Maintain records of daily work using trackers or workflow tools.
* Meet business metrics such as SLA, productivity, quality, and utilization benchmarks.
* Understand performance metrics that drive business goals.
* Work collaboratively and contribute to team and program growth.
* Develop a global perspective and understand the nuances of various geographies Amazon operates in.
Additional details:
* Shifts: Rotational, 24x7 environment, with shifts changing based on business needs.
* Weekly Off: Rotational two consecutive days off, schedule varies based on business requirements.
* Work from Office role.
Basic Qualifications
* Bachelor’s degree; Fluency in Portuguese (B2 proficiency).
* 10-24 months of work experience.
* Good communication skills facilitating translation between Portuguese and English.
* Proficiency in Excel (pivot tables, VLOOKUP).
* Ability to work effectively in a dynamic team environment.
Preferred Qualifications
* Ability to analyze case-level inputs to identify predictors and improve customer experience.
* Identify opportunities and communicate them to managers.
* Collaborate across resources and perform basic analyses to enhance program efficiency.
* Conduct root-cause analyses when data is available.
We are committed to an inclusive culture. If you need workplace accommodations during the application or onboarding process, please visit this link. Amazon is an equal opportunity employer, welcoming applications from all qualified candidates.
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