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Quality Specialist

4 weeks ago

Manila, National Capital Region, Philippines Amazon Full time

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, handling multiple transportation services and operational issues related to transportation process and optimization.

Your solutions will directly impact our customers This role requires you to be proactive, quick to learn, and capable of managing overlapping tasks. High-impact production issues often require coordination across multiple groups, providing exposure to various teams.

The ideal candidate must be detail-oriented, possess excellent verbal and written communication skills, be highly organized, capable of multitasking, work independently, and maintain professionalism under pressure. You should be able to identify potential problems early and implement solutions to prevent outages. Sound judgment, a focus on improving customer experience, and effective task completion are essential.

Roles and Responsibilities:
  • Fluency in Portuguese (B2 proficiency required).
  • Follow Standard Operating Procedures (SOPs) for manual audits, resolving outliers/exceptions, which may include listening to calls and transcribing text from calls, emails, chats, messages, etc.
  • Identify emerging patterns in audits and contribute to process or program improvements.
  • Provide timely responses to stakeholders as per SOP and SLA.
  • Escalate problems systematically to relevant teams or owners.
  • Maintain records of daily work using trackers or workflow tools.
  • Meet business metrics such as SLA, productivity, quality, and utilization benchmarks.
  • Understand and utilize performance metrics to drive business goals.
  • Work collaboratively and contribute to team or program growth.
  • Develop a global perspective and understand the nuances of various geographies where Amazon operates.

Additional Details:

  • Shifts: Rotational, 24/7 environment, with shifts changing based on business needs.
  • Weekly Off: Rotational two consecutive days off, based on business requirements.
  • Work Location: On-site role.
Basic Qualifications
  • Bachelor's degree; Fluency in Portuguese (B2 proficiency).
  • 10-24 months of work experience.
  • Good communication skills for facilitating information flow between internal/external teams in Portuguese and English.
  • Proficiency in Excel (pivot tables, VLOOKUP).
  • Ability to work effectively in a dynamic team environment.
Preferred Qualifications
  • Ability to analyze case-level inputs to identify causes of business problems and improve customer experience.
  • Identify opportunities and communicate them to managers.
  • Collaborate across resources and perform basic analyses to enhance program efficiency.
  • Conduct root-cause analyses when data is available.

Our inclusive culture empowers Amazonians to deliver the best results. If you need accommodations during the application or onboarding process, please visit this link. Amazon is an equal opportunity employer and values diversity.

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