Quality Specialist
4d ago
source : Shine

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.

The Quality Specialist team within Marketplace Business Operations (MBO) team, acts as a mechanism for process improvement and defect elimination within the Account Health Support (AHS) team.

  • We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict the Seller'
  • s needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

    Position Description : MBO Quality Specialist

    Location : Hyderabad

    Language Requirements : English - Chinese

    Shift Requirements : Mon-Fri

    Amazon.com is seeking a candidate fluent in Chinese and English; who is dedicated, hardworking, analytical, and customer service-oriented with a proven track record of performance and results-oriented thinking, to join the MBO Team.

    Candidates will be responsible for a wide range of duties related to the investigation and elimination of online e-commerce fraud.

    Ideal applicants will have experience in the e-commerce space, previous risk experience, and experience succeeding in a customer-driven workplace.

    All candidates will be analytical and customer service-oriented capable of succeeding in a fast-paced team environment. All candidates must have business proficient fluency in both written and verbal English and Chinese.

    The MBO Quality Specialist is an advocate for perfect Seller interaction, while following Seller Performance policy to help mitigate risk to Buyer experience and Amazon.

    MBO Quality Specialists will diagnose root causes leading to AHS Specialist defects and propose solutions that remove barriers to enable resolutions to a better Seller experience.

    As a subject matter expert in AHS Process, MBO Quality Specialists will help educate AHS Specialists on process, tools, and standards real-time.

    This role requires the ability to multi-task, utilizing a wide variety of software tools to navigate Seller accounts, research and review policies and communicate effective solutions.

    A successful candidate will have a commitment to driving excellence in AHS Specialists and Seller experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.

    Quality Specialists will also conduct quality audit calibrations.

    The MBO Quality Specialist position relies on judgment to plan and accomplish goals and will work under very limited supervision.

    Individual problem-solving and analytical skills are used to authenticate customers and complex transactions and accounts.

    A successful Quality Specialist will have a high degree of soft-skills and the ability to empathize with others. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy.

    The MBO Quality Specialist will be required to engage in frequent written and verbal communication with department management, business analysts, other company associates and third-parties to accomplish goals.

    The experience you provide to quality assurance, productivity and timely delivery of individual tasks / projects will be evaluated along with the overall contribution to the development of the functional unit.

    Key Responsibilities

    Performs audits based on set of SOPs / Trainings to identify defects or process gaps.

    Performs peer review of tasks / deliverables wherever applicable

    Creates, updates and follows SOPs / flow of process

    Identifies & manages small-scale process improvement opportunities at process or team level

    Communicates to external stakeholders on pre-defined guidelines with data and resolves issues with reduced guidance

    Serve a buddy to new associates on the team

    Create daily / weekly / monthly reports for the process and team based on set requirements

    Tracks and reports progress on key metrics specific to the program

    Adheres to set targets on productivity and quality

    Manages escalations on routine and predefined tasks with minimal supervision

    Learns new tools / SOPs / processes with minimal supervision, Demonstrates effective, clear and professional written and oral communication.

    Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

    Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.

    Maintains acceptable performance metrics such as quality, productivity, and attendance.

    Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.

    Identifies AHS Specialist success barriers, provides solutions, and drives change through business improvement initiatives.

    Identify outliers and trends stemming from the findings of quality audits.

    Desire to work in a fast-paced, challenging environment & passion for delivering great customer experience

    Bachelor s degree (preferably in Computer Science) with 0 to 3 years of relevant working experience

    Excellent written and oral communication skills in Chinese and English

    Excellent analytical, problem solving and logical reasoning skills

    Ability to work with data to analyze & generate insights and reports

    Ability to communicate clearly and effectively with internal partners and stakeholder teams in a professional and mature manner

    Demonstrates great attention to detail and can multi task across varying tasks

    Basic excel skills Pivots, formulate for reporting and data analysis Passion for innovation, automation and operational excellence

    Demonstrates an understanding of the e-Commerce / online business

    Basic data querying - SQL / DW

    Advanced excel - VBA / Macros

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