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 along with other operational issues related to transportation processes 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 involve coordination across multiple groups, providing a broad impact with various teams.
The ideal candidate must be detail-oriented, possess excellent verbal and written communication skills, strong organizational abilities, and the capacity to handle multiple tasks independently while maintaining professionalism under pressure. You should be able to identify potential problems proactively and implement solutions to prevent outages. Sound judgment, a focus on improving customer experience, and effective task execution are essential.
Roles and Responsibilities:
* Fluency in Portuguese is required, with B2 proficiency.
* Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, which may involve listening to calls and transcribing text from calls, emails, chats, or messages.
* Identify emerging patterns in audits and contribute to process and program improvements.
* Provide timely responses to stakeholders according to SOPs and SLAs.
* Escalate problems systematically to relevant owners or teams.
* Maintain records of daily work by updating trackers or workflow tools.
* Meet business metrics and goals, including SLA, productivity, quality, and utilization benchmarks.
* Understand and utilize performance metrics to drive business goals.
* Work collaboratively and contribute to the growth of the team or program.
* Develop a global perspective and understand the nuances of various geographies in Amazon's operations.
Additional details:
* Shifts: Rotational, 24/7 environment, with shifts changing based on business needs.
* Weekly Off: Two consecutive days off, with days rotating based on business requirements.
* Work location: Office-based role.
Basic Qualifications:
* Bachelor’s degree, with B2 proficiency in Portuguese.
* 10-24 months of work experience.
* Strong communication skills, facilitating information flow between teams in 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, identify causes of business problems, and improve delivery/customer experience.
* Identify opportunities and communicate findings to managers.
* Collaborate across teams and perform basic analyses to enhance program efficiency.
* Conduct root-cause analyses when data is available.
Amazon's inclusive culture empowers employees to deliver the best results. If you need workplace accommodations during the application or onboarding process, please visit this link.
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