Quality Associate, LMAQ, Last Mile Analytics and Quality (LMAQ)

Amazon; Bengaluru; On-site; INR 420,000 - 560,000; Full time

Job summary

Amazon Development Centre (India) Private Limited - S55 is hiring a Quality Associate for the Last Mile Analytics & Quality Team in Bengaluru. You will be the first line of support for address resolution, geocode corrections, map edits, and operational tasks within the Transportation process.

The role requires quick learning and the ability to manage overlapping tasks across multiple stakeholders. You will contribute to production issues, learn performance metrics, and work with various

Qualifications

• Bachelor's degree required.
• Experience communicating with managers and associates at all levels.
• Fluent in English (spoken and written).

Responsibilities

• Perform manual audits and resolve outliers per SOP.
• Investigate images/videos and provide recommended actions.
• Transcribe customer calls and emails as needed to resolve issues.
• Identify patterns from audits and contribute to process improvements.
• Respond to stakeholders on related tasks per SLA.
• Maintain records of day-to-day work and update trackers.
• Meet business metrics and goals including SLA, productivity and quality.
• Collaborate with teams to support multiple programs.
• Develop a global perspective on Amazon's geographies.

Skills

Communication

English fluency

Education

Bachelor's degree

Tools

SQL

Microsoft Office

Job description

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 eliminate 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.
• Shifts: Rotational (This is a 24x7 shift environment, and shifts are rotational based on 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 communicating with managers and associates at all levels
• Speak, write, and read fluently in English

Preferred Qualifications

• Experience with Microsoft Office products and applications
• Experience with SQL

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.

Company - Amazon Development Centre (India) Private Limited - S55

Job ID: A10403907