Quality Specialist -Portuguese

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

Job summary

Amazon in Hyderabad (Last Mile Analytics & Quality Team) seeks a Transportation Quality Specialist to support Last Mile operations across multiple transportation services. You will audit, troubleshoot, and optimize transportation processes, with direct impact on customer experience.

You must be detail oriented with strong communication, able to manage multiple tasks, work independently, and follow SOPs to resolve issues and meet SLAs. This role is an on-site position with rotational shifts.

Qualifications

• Fluency in Brazilian Portuguese and CEFR B2+ or higher.
• Experience performing manual audits and following SOPs.
• Strong written and verbal communication skills.

Responsibilities

• Follow SOPs to perform manual audits and resolve outliers.
• Identify patterns in audits and contribute to process improvements.
• Provide timely responses to stakeholders per SOP and SLA.
• Elevate problems to relevant owners/teams according to process.
• Maintain records using trackers or workflow tools.
• Meet SLA, productivity, quality and utilization benchmarks.
• Understand performance metrics for driving business goals.
• Collaborate across teams and contribute to program growth.
• Develop a global perspective of Amazon geographies.

Skills

Fluency in Brazilian Portuguese

CEFR B2+

Education

Bachelors in Language

Job description

The Last Mile Analytics & Quality Team is looking for Transportation Quality Specialist who will act as first level support for Last Mile team with multiple transportation services along with other operational issues and activities related to transportation process and optimization. Your solutions will impact our customers directly! This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. High Impact production issues often require coordination among multiple groups, so you get to experience a breadth of impact with various teams.

The ideal candidate must be detail oriented, have superior verbal and written communication skills, strong organizational skills, able to juggle multiple tasks at once, able to work independently and can maintain professionalism under pressure. Must be able to identify problems before they happen and implement solutions that detect and prevent outages. You must be able to make sound judgments, work to improve the customer experience, and get the right things done.

Key job responsibilities

Roles and Responsibilities

• Fluency in Brazilian Portuguese .
• Minimum CEFR - B2+ / Bachelors in Language

This includes, but is not limited to

• 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.

Shift and Working Conditions

• 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

Key job responsibilities

Roles and Responsibilities

• Fluency in Brazilian Portuguese .
• Minimum CEFR - B2+ / Bachelors in Language

This includes, but is not limited to

• 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.

Shift and Working Conditions

• 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)

Basic Qualifications

• Fluency in Brazilian Portuguese .
• Minimum CEFR - B2+ / Bachelors in Language

Preferred Qualifications

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

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