Quality Specialist - Spanish

Amazon; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

Amazon's Last Mile Analytics & Quality Team seeks a Transportation Quality Specialist who will support transportation services. Responsibilities include managing audits, identifying patterns for improvement, and maintaining compliance with SLAs. The role requires strong communication skills, attention to detail, and proficiency in Spanish, in a dynamic, team-oriented environment.

Qualifications

• Bachelor’s degree required.
• Fluency in Spanish (B2.2 proficiency) necessary.
• 10-24 months of work experience.

Responsibilities

• Follow SOPs to perform audits and resolve outliers.
• Provide timely responses to stakeholders. Identify process improvement opportunities.
• Collaborate and contribute to team growth.

Skills

Communication

Organizational Abilities

Problem Solving

Attention to Detail

Team Collaboration

Education

Bachelor’s degree

Tools

Excel

Job description

The Last Mile Analytics & Quality Team is looking for a Transportation Quality Specialist who will act as the first level support for the Last Mile team, handling multiple transportation services and operational issues related to transportation process and optimization.

Your solutions will directly impact our customers! 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 exposure to various teams.

The ideal candidate must be detail-oriented, possess excellent verbal and written communication skills, strong organizational abilities, and the capacity to manage multiple tasks independently while maintaining professionalism under pressure. You should be able to anticipate problems and implement solutions to prevent outages, make sound judgments, and focus on improving customer experience.

Roles and Responsibilities:

• Fluency in Spanish (B2.2 proficiency required).
• 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, messages, etc.
• 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 teams or owners.
• Maintain records of daily work using trackers or workflow tools.
• Meet business metrics such as SLA, productivity, quality, and utilization benchmarks.
• Understand and leverage performance metrics to 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.

Shifts: Rotational, 24/7 environment with shifts changing based on business needs.

Weekly Off: Rotational two consecutive days off, with days varying based on business requirements.

Work Location: Work from Office role.

Basic Qualifications:

• Bachelor’s degree, fluency in Spanish (B2.2 proficiency).
• 10-24 months of work experience.
• Good communication skills, facilitating the flow of translated information between teams.
• 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 causes of problems and improve delivery/customer experience.
• Identify opportunities and communicate them to managers.
• Collaborate across resources and perform basic analyses to enhance program efficiency.
• Conduct root-cause analyses as needed, depending on data availability.

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. Amazon is an equal opportunity employer, committed to diversity and nondiscrimination.