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DESCRIPTION
Are you passionate about improving the quality of support operations with impact to global programs and customers? Do you like to dive deep to improve customer-centric solutions that drive measurable results? Does identifying and mitigating defects in processes, tools, and policies sound exciting to you? If so, the Concessions Abuse Prevention (CAP) Quality Assurance team is looking for a Quality Analyst to support quality audits and drive process improvement. This role will establish quality standards and guidelines with consistent closed loop feedback mechanisms that drive improvements across the globe.
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The candidate will have strength in dive deep and the ability to produce and analyze quality data with the goal of identifying business insights and to propose solutions and improvements for the organization.
Key job responsibilities
• Execute quality audits to support Operations and program and product initiatives
• Evaluate customer contacts for compliance with policies and procedures
• Perform contact mining based on business request
• Identify and analyze data to isolate issues, and report of key insight trends
• Provide support to produce quality best practices through training materials, e.g. flyers, depending on the top recurring drivers.
• Identify root cause of defects and find areas of improvements in the process being audited; provides ideas for process improvements to enhance process efficiency, quality and customer experience
• Share results of audits with Operations and Program/Product Teams on a regular basis.
• Respond to stakeholders with guidance and flags any updates to Lead/Manager
• Conduct deep dive to support executive escalations and perform root cause analysis
BASIC QUALIFICATIONS
• Proficiency in verbal & written communication in English
• Good working knowledge of MS Office, MS Outlook; MS Excel proficiency is an advantage
• Strong attention to details, Ability to analyze and identify patterns in large data sets.
• Decision making aptitudes based on given guidelines and in ambiguous contexts.
• Very good knowledge and experience in internet navigation and research – finding specific information about products in a timely manner.
• Previous experience in Auditing and analyzing data for error trends
• 1-5 years of experience in data driven business operations processes – Business Process Outsourcing, Operations processes, Fraud and Risk investigation, Database management is an added advantage
PREFERRED QUALIFICATIONS
• Bachelor's degree or previous experience working with Amazon.
• Prior experience in managing mid-large data sets
• Prior experience in extracting and visualizing data using SQL and Tableau/Power Bi
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