Quality Associate

Amazon; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Amazon Inc. in Bengaluru is seeking a Quality Associate to serve as the first line of support for address resolution, geocode correction, map edits, and driver support within the Transportation process.

You will follow SOPs, handle multiple tasks, and contribute to process improvements while meeting SLA, quality, and productivity targets. The role is based at the office with a rotational schedule and weekly offs.

Qualifications

• Bachelor's degree is required.
• Experience with Microsoft Office products and applications.

Responsibilities

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions; use internal tools and systems.
• Investigate images/videos and provide recommended actions per SOPs.
• Listen to customer calls and transcribe text from calls and emails when necessary to resolve issues.
• Identify patterns from audits and contribute to process or program improvements.
• Provide timely responses to stakeholders on related tasks as per SOP and SLA.
• Maintain records of day-to-day work by updating trackers or workflow tools.
• Meet business metrics and goals, including SLA, productivity, quality, and utilization benchmarks.
• Understand performance metrics and leverage them to drive business goals.
• Be flexible to work on multiple programs as per business requirements.

Education

Bachelor's degree

Tools

Microsoft Office

Job description

The Last Mile Analytics & Quality Team is seeking a Quality Associate who will serve as the first line of support for address resolution, geocode correction, map edits, driver support, static route management, and other operational activities related to the Transportation process and optimization. Your contributions will have a direct and significant impact on our customers' experience. This role demands quick learning and the ability to manage overlapping tasks, which are crucial to your success. You will have the opportunity to address high-impact production issues that often require coordination among multiple stakeholders and operations groups, providing you with a broad perspective on the business.

Roles and Responsibilities

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, including through internal tools and systems.
• Investigate images/videos and provide recommended actions in accordance with SOPs.
• Listen to customer calls, transcribing text from calls, emails, when necessary to resolve issues.
• Identify patterns emerging from audits and contribute to process/program improvements.
• Provide timely responses to stakeholders on related tasks as per SOP and SLA.
• Systematically escape problems to relevant owners/teams according to pre-determined processes.
• Maintain records of day-to-day work by updating trackers or workflow tools.
• Meet business metrics and goals, including SLA, productivity, quality, and utilization benchmarks.
• Understand performance metrics and leverage them to drive business goals.
• Work in a collaborative environment and contribute to the growth of the respective team/program.
• Develop a global perspective and understand the nuances of various geographies that Amazon operates in.
• Be flexible to work on multiple programs as per business requirements.

Weekly Off: Rotational (5-day work week with 2 consecutive days off, which may change based on business requirements).

Work from Office Role

Basic qualifications

• Bachelor's degree
• Experience with Microsoft Office products and applications