Job Summary: The AHS Quality Auditor will execute quality assurance audits from AHS Specialists aligned with the vision of creating the perfect customer interaction as well as seller experience. The Quality Auditor should be flexible, detail-oriented, and skilled at working with internal customers. As an advocate for our customers, the Quality Auditor will help develop an environment that enhances our ability to provide a high level of support for Amazon Selling Partners.
Key Job Responsibilities:
Executing the transaction quality measurement framework for AHS Specialists serving multiple sites.
Perform audits of internal administration against plan, policy, service level agreements, and any regulatory requirements.
Audit in a professional, ethical, and objective manner of contacts to ensure adherence to quality audit standards.
Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs.
Display decision making aptitude based on audit guidelines and in ambiguous contexts.
Identify root cause of defects and process improvement opportunities to enhance process efficiency, quality, and Seller experience.
Participate in calibrations and calibrate to quality outcomes.
Ability to analyze and identify patterns in large data sets.
Demonstrated strong analytical skills; including the ability to find, interpret, and make recommendations based on available data.
Demonstrated detail-oriented, analytical, proactive approach to identification and problem-solving.
Demonstrated ability to drive customer service quality improvement initiatives.
Self-starter, seeks out new tasks when work is complete. Aptitude to take on and execute special projects.
Minimum Qualifications:
2+ years of customer service or business operations experience or 1 year working as an Account Health Support Specialist.
Business proficient fluency in both written and verbal in Arabic and English languages.
Demonstrated excellent time-management, organizational, and prioritization skills as well as eye for detail with high level of accuracy.
Demonstrated ability to successfully deal with ambiguity.
Demonstrated ability to work independently with sound judgement and decision making.
Demonstrated strong written and verbal communication skills; including the ability to comfortably engage with internal and external stakeholders to convey complex ideas in a clear, concise manner.
Flexible to work in a virtual environment.
Additional Qualifications:
Additional language fluency (specifically in Spanish, German, Italian, French, Mandarin, Japanese, Turkish, Arabic, Hindi, Swedish, Hebrew, Polish and Dutch).
Auditing/quality monitoring experience, preferably in a quality process role supporting a contact center environment.
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