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

Amazon; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading global e-commerce company is seeking a Quality Specialist to support transportation quality and operations in Hyderabad. The role involves performing audits, investigating issues, and ensuring accurate performance metrics. Candidates should have a Bachelor’s degree and experience with Microsoft Office, particularly Excel. Fluency in English is essential for effective communication and collaboration within the team.

Qualifications

• Experience with Microsoft Office products and applications.
• Speak, write, and read fluently in English.
• Ability to work in a 24x7 rotational shift environment.

Responsibilities

• Follow SOPs to perform audits and resolve exceptions.
• Investigate images/videos and provide recommended actions.
• Listen to customer calls and transcribe text for issue resolution.
• Identify patterns from audits and contribute to improvements.
• Provide timely responses to stakeholders.
• Escalate problems to relevant owners/teams as per pre-determined processes.
• Maintain records by updating trackers or workflow tools.
• Meet business metrics and goals such as SLA, productivity, and quality.

Skills

Microsoft Office

Fluent English

Education

Bachelor's degree

Tools

Excel

Job description

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

Job summary

The Last Mile Analytics & Quality Team is seeking a Transportation Quality Specialist 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.

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 escalate 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).

Basic Qualifications

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

Preferred Qualifications

• Experience with Excel.
• Speak, write, and read fluently in English

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

Company - ADCI HYD 13 SEZ - H84

Job ID: A3055697

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Writing/Editing

Industries

• Software Development

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