Quality Specialist -Portuguese

Amazon Inc.; Hyderabad; Vor Ort; INR 450.000 - 750.000; Vollzeit

Zusammenfassung

Amazon’s Last Mile Analytics & Quality Team seeks a Transportation Quality Specialist to serve as first level support across transportation services, handling operational issues and process optimization.

You will coordinate with multiple groups, monitor metrics, and implement solutions to prevent outages while ensuring timely, quality service to customers in a fast-paced, 24x7 environment. Office-based role in Hyderabad.

Qualifikationen

• Bachelor’s degree required and Portuguese language proficiency at CEFR B2+ level.
• Strong communication skills to facilitate cross-team information flow between Brazil teams and English counterparts.
• Proficient in Excel (Pivot Tables, VLOOKUP) and able to work in a dynamic, team-based environment.

Aufgaben

• Follow SOPs to perform manual audits and resolve outliers using calls, email, chat, or messages.
• Identify patterns in audits and contribute to process or program improvements.
• Provide timely responses to stakeholders per SOP and SLA.
• Elevate problems to relevant owners/teams following defined processes.
• Maintain records of day-to-day work using trackers or workflow tools.
• Meet business metrics including SLA, productivity, quality, and utilization.
• Understand performance metrics to drive business goals.
• Work collaboratively to grow the team/program.
• Develop a global perspective of Amazon operations across geographies.

Kenntnisse

Fluency in Brazilian Portuguese

Good communication skills

Excel (Pivot Tables, VLOOKUP)

Ausbildung

Bachelor’s degree

CEFR B2+ / Bachelors in Language

Tools

Excel

Jobbeschreibung

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

Your solutions will impact our customers directly! The role requires you to constantly hit the ground running. Your ability to learn quickly and manage disparate and overlapping tasks will define your success. High impact production issues often require coordination among multiple groups, so you will experience a breadth of impact with various teams.

The ideal candidate is detail oriented, possesses superior verbal and written communication skills, strong organizational skills, can juggle multiple tasks at once, works independently, and maintains professionalism under pressure. The role requires the ability to identify problems before they happen and implement solutions that detect and prevent outages. You must make sound judgments, work to improve the customer experience, and deliver results.

Roles and Responsibilities

• Fluency in Brazilian Portuguese.
• Minimum CEFR - B2+ / Bachelors in Language.
• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions which may require listening to calls and transcribing text from call, email, chat, message, etc.
• Identify patterns emerging in the audits and contribute to process/program improvements.
• Provide timely response to stakeholders on related tasks as per SOP and SLA.
• Systematically elevate problems to the relevant owners/ teams according to process.
• Maintain records of day to day work by updating trackers or workflow tools.
• Meet business metrics and goals i.e. SLA, productivity, quality and utilization benchmarks.
• Understand performance metrics for driving 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.

Shifts and Working Hours

* Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational – changes based on business requirement)

* Weekly Off: Rotational two consecutive day off (((it is a 5-day working week with 2 consecutive days off. The off days change based on business requirement)))

* Work from Office Role

Basic Qualifications

• Bachelor’s degree, Fluency in Brazilian Portuguese,
• Minimum CEFR - B2+ / Bachelors in Language • 10-24 months of work experience • Good communication skills - should be able to facilitate flow of translated information (Brazilian Portuguese to English and vice-versa) between teams internal/external • Proficiency in Excel (pivot tables, VLOOKUP) • Demonstrated ability to work in a team in a very dynamic environment

Preferred Qualifications

• Analyze basic case level inputs and identify predictors / causes of business related problems and improve delivery / customer experience by case-level corrections.
• Identify and uncover areas of opportunity and highlight the same to managers.
• Collaborate with intra-space multiple resources as per need and carry out basic needed analyses to help ensure efficiency and effectiveness of programs.
• Do root-cause analyses (when needed) within the space subject to availability of data.

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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.