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Quality Assurance and Customer Satisfaction Specialist (m/f)

Amazon

Cork, Ireland

DESCRIPTION

External Job Description
Amazon is looking for a Quality Assurance & Customer Satisfaction Analyst to drive quality performance for FR CS. If your desire to participate in new challenges to improve customer experience and customer satisfaction and to develop your skills wakes you at night, this role is for you.

The Quality Assurance & Customer Satisfaction Analyst will understand the business metrics, he/she will identify areas of improvement, he/she will drive engagement through close cooperation with other FR QA analysts, FR operations and EU QA team members.

Responsibilities:
- Create and maintain systematic reporting systems and develop methodologies for analyzing and presenting data.
- Monitor and report on Quality metrics and quality risk management, deep dive and identify trends/root causes
- Recommend, own and drive performance improvement areas from a FR network perspective through customer satisfaction audits, Six Sigma projects, and other quality-related programs.
- Build proactive approach of communication with the different stakeholders to identify opportunities of improving the customer experience through policies/process review and improvements aimed at reducing dissatisfaction
- Utilize prediction techniques to produce long term outlooks; partner in creation of CS Goals around key operational metrics.
- Lead the preparation of presentations to senior management through written papers for monthly/quarterly business reviews.
- Liaise with CS EU QA teams to learn and implement best practices and to drive customer and performance improvements.
- Contribute to the development of robust quality improvement, coaching and training processes to drive continuous improvement.
- Liaise with projects Team to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics.
- Create assessments and evaluation methodologies to measure the effectiveness of corrective/ preventive actions using key performance metrics
- Create and drive process standardization
- Participates in customer and client listening programs to identify customer needs and expectations

Teamwork:
· Collaborative working across multi – sites and multi disciplines
· Professional approach to working with colleagues at all levels – Leads, Team Managers, Mentors, Training Team, Support Service Teams and Digital Teams
· Ability to communicate effectively across a multitude of platforms with team members in the European teams

Individual:
· Flexibility in approach to work and self-driven
· Analytical, with a proven ability to analyze various data sources and identify root cause/drivers of performance
· Results orientated
· Bias for action, takes responsibility/ownership and delivers
· Builds lasting and effective relationships which focus on the customer

BASIC QUALIFICATIONS

Experience/Qualifications:
- Bachelor’s Degree
· Previous experience in creation, implementation and maintenance of Quality monitoring programs with proven qualitative results, preferrelly in Customer Service field
· Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
- Strong Excel, SQL, HTML or other technical skills are advantageous
· Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations; statistically literate and familiar with Six Sigma quality concepts and tools
· Ability to communicate both written and orally to all levels of management and across various cultural backgrounds
· Excellent organizational and time management skills
- fluency in French and English
· Superior judgment, diplomacy and tact
· Willingness to speak up even in the midst of adversity
· Ability to travel (up to 30% ) with overnight stays at short notice

PREFERRED QUALIFICATIONS

Experience in Customer Service area with 1+ year in Quality Assurance role.
· Additional European languages are desirable
· Six Sigma Green Belt Certifie


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