DE Quality specialist at Amazon

The QA specialist should understand the business metrics, build a story which summarizes quality performance, identifies solutions and implement the necessary actions. Following this initial phase, it is imperative to own the actions and drive the required changes which lead to improved performance. The QA role should be setting the benchmark for standards we expect to deliver internally to drive a stronger customer experience.

Key job responsibilities

• Liaise with the Customer Service teams to learn and implement best practice and to drive customer and performance improvements
• Monitor and report on Quality metrics, deep dive and identify trends/root causes to identify the levers which will drive improvements
• Recommend, own and drive performance improvement areas
• Assist with improvement initiatives to implementation
• Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
• Assist with compiling, analyzing and driving Repeat Contact Resolution improvement initiatives
• Participates/leads in customer calibration programs to identify customer needs and expectations
• Uses quality monitoring data management system to compile and track performance at site, team and individual level
• Participate in quality-based programs and projects for the DE and UK region
• Internal job description
• Loop competencies
• TBC

Basic qualifications

• German and English language proficiency
• 1-2 years of CS experience
• Strong leadership, organizational and analytical skills
• Strong stakeholder management and communications skills
• Proven track record of strong delivery of results by working both independently and collaboratively with relevant stakeholders as appropriate

Preferred qualifications

• Bachelor degree
• Additional EU language proficiency
• Formal project management certification

BASIC QUALIFICATIONS

• Bachelor degree
• German and English language proficiency
• 1-2 years of CS experience
• Strong leadership, organizational and analytical skills
• Strong stakeholder management and communications skills
• Proven track record of strong delivery of results by working both independently and collaboratively with global teams as appropriate