Field Quality Assurance (FQA), Process Excellence

Amazon; Tees Valley; On-site; GBP 35,000 - 55,000; Full time

Job summary

Amazon Logistics, AMZL, seeks a Field Quality Assurance (FQA) Specialist in the UK to drive process improvements and ensure timely delivery to customers through a network of third-party vendors. You will partner with Quality and Operations managers to identify issues, design solutions, and monitor training compliance, with a focus on improving the customer delivery experience.

The role involves field observations, GPS-based routing, and collaboration with property managers to optimize service

Qualifications

• Experience using MS Office suite (Word, Excel, Outlook).
• Advanced proficiency in English (CEFR C1) for written and spoken communication.
• Experience using data analytics to identify issues and drive improvements.

Responsibilities

• Effectively manage time and complete daily routes; communicate problems to dispatcher.
• Document feedback and audit results to identify strengths and areas for improvement.
• Use logical thinking, analytics and problem-solving to address quality issues.
• Navigate using GPS, track geo codes, and update delivery records in on-road app.
• Verify delivery instructions and update records accordingly.
• Interact with property managers to relay Amazon delivery information and feedback.
• Address concerns with service levels and coordinate with partners as needed.
• Monitor vendor training compliance and recommend process improvements.
• Observe field deliveries to identify barriers to first-time delivery success and propose solutions.

Skills

MS Office

Data analytics

English proficiency (CEFR C1)

Tools

Transportation management system

Job description

Field Quality Assurance (FQA), Process Excellence

Job ID: 10525671 | Amazon UK Services Ltd. - A10

Operations is the heart and soul of everything Amazon does. As a Field Quality Assurance (FQA) Specialist you will solve complex challenges, partner with the Quality manager and Operations Managers to ensure timely delivery of goods out of the facilities. The individual in this position You will identify, design, and deliver process improvement solutions for various customer experience initiatives, designed to improve Amazon’s ability to deliver directly to customers through its network of 3rd party vendors.

Key job responsibilities

• - Effectively manage time and complete daily routes. Communicate with assigned dispatcher any problems or concerns on-road that are impacting completion.
• - Document feedback and audit results to help identify strengths, as well as areas of improvement
• - Use logical thinking, analytical & problem-solving skills
• - Navigate using GPS along a route of addresses provided daily; Track specific Geo Codes for addresses using the on-road application.
• - Verify potential access codes and delivery instructions for assigned addresses and update records as needed.
• - Interact with property managers to provide information from Amazon regarding deliveries; record any provided instructions or feedback
• - Interact with property managers as needed to address concerns with service levels being provided.
• - Monitor vendor training compliance; analyze and recommend process improvement solutions that positively impact the customer experience.
• - Observe deliveries in the field to identify barriers to first-time delivery success; recommend solutions and improvements to Amazon’s systems and processes

A day in the life

You will have the exciting opportunity to make history by becoming a member of a Quality Assurance team whose purpose is to solve complex challenges and to create unprecedented customer experiences on a daily basis. We’re looking for innovation and problem-solving skills, and a passion to create world class customer experiences that will change the face of commerce.

About the team

Amazon Logistics, or AMZL, handles ‘last mile’ delivery duties in partnership with third-party distribution businesses. We utilise creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions for our newest concepts, like Amazon Fresh, Prime Now and Amazon Restaurants.

There are two sides to what we do. Our ‘under the roof’ associates process millions of products for dispatch to our delivery teams. Our team is people-focused and supportive, particularly as lots of our people work through the night. We focus mostly on operations, with 24/7 shifts in most of our locations.

Meanwhile, our ‘on the road’ people work with Amazon Flex - a network of delivery contractors. Every year, we continually raise the bar for customer experience with new, innovative delivery services. We look for new ways to overcome industry wide logistics challenges and new ideas to reduce our carbon footprint to help us do just that.

Basic Qualifications

• - Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
• - Advanced proficiency in [local language] in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
• - Relevant experience working with data analytics and using these metrics to identify problems

Preferred Qualifications

• - Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
• - Customer service skills to effectively communicate with internal and external partners
• - Experience using a transportation management system
• - Parcel delivery experience, with market/geographic expertise

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.