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 may require coordination across multiple groups, offering a broad impact with 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 proactive in identifying potential problems and implementing preventive solutions, making sound judgments to improve customer experience and ensure efficiency.
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 patterns in audits and contribute to process and program improvements.
* Provide timely responses to stakeholders as per SOPs and SLAs.
* Systematically escalate issues to relevant teams according to process.
* Maintain records of daily work using trackers or workflow tools.
* Meet business metrics such as SLA, productivity, quality, and utilization benchmarks.
* Understand and utilize performance metrics to drive business goals.
* Work collaboratively and contribute to team growth.
* Develop a global perspective and understand regional nuances of Amazon's operations.
Additional Details:
* Shifts: Rotational, 24/7 environment, with shifts changing based on business needs.
* Weekly Off: Two consecutive days off, rotating according to business requirements.
* Work from Office role.
Minimum Requirements:
* Bachelor’s degree.
* 10-24 months of work experience.
* Good communication skills for facilitating information flow between teams (Portuguese to English and vice versa).
* Proficiency in Excel (pivot tables, VLOOKUP).
* Ability to work effectively in a dynamic team environment.
Additional Responsibilities:
* Analyze case-level inputs to identify causes of business problems and improve customer experience.
* Identify opportunities and communicate findings to managers.
* Collaborate with resources across teams and perform basic analyses to improve program efficiency.
* Conduct root-cause analyses when necessary, based on data availability.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and require accommodations during the application or onboarding process, please visit this link. If your country isn’t listed, contact your Recruiting Partner.
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