Quality Specialist -Portuguese (Fulfillment & Operations)

Amazon Inc.; Hyderabad; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Amazon Inc. is seeking a Transportation Quality Specialist for the Last Mile Analytics & Quality Team. The role provides first-level support for multiple transportation services and focuses on transport process optimization and preventing outages.

The candidate should be detail-oriented with strong communication skills and the ability to manage multiple tasks, learning quickly in a 24x7 shift environment. Office-based role with rotational shifts and two consecutive days off weekly.

Qualifications

• Fluency in Brazilian Portuguese.
• CEFR level B2+ or higher, and a Bachelor's degree in Language.
• Ability to listen to calls across channels and transcribe text during audits.

Responsibilities

• Follow SOPs to perform manual audits and resolve outliers/exceptions.
• Identify patterns in audits and contribute to process improvements.
• Provide timely responses to stakeholders per SOP and SLA.
• Maintain records of day-to-day work using trackers or workflow tools.
• Meet metrics like SLA, productivity, quality and utilization.

Skills

Brazilian Portuguese fluency

Verbal and written communication

Detail-oriented

Ability to work under pressure

Education

Bachelor's degree in Language

Job description

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 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.

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 escape 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).
• 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

• 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 escape 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)

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.