Amazon Call Centre Jobs – Quality specialist

Website Amazon

Job Description:

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.

Job Responsibilities:

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

Job Requirements:

  • 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
  • Strong leadership, organizational and analytical skills

Qualification & Experience:

  • 1-2 years of CS experience
  • German and English language proficiency
  • Bachelor degree
  • formal project management certification

Job Details:

Company: Amazon

Vacancy Type: Full Time

Job Functions: Internet Publishing

Job Location: Cape Town, Western Cape, South Africa

Application Deadline: N/A

Apply Here

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