Minimum Requirements:
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 Mandarin and English.
Demonstrated excellent time-management, organizational, and prioritization skills with a high level of accuracy.
Demonstrated ability to successfully deal with ambiguity.
Ability to work independently with sound judgment and decision-making.
Strong written and verbal communication skills; ability to engage with internal and external stakeholders to convey complex ideas clearly and concisely.
Flexible to work in a virtual environment.
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:
Execute the transaction quality measurement framework for AHS Specialists serving multiple sites.
Perform audits of internal administration against plans, policies, service level agreements, and regulatory requirements.
Audit in a professional, ethical, and objective manner 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 causes 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.
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.
Demonstrated strong analytical skills; ability to find, interpret, and make recommendations based on available data.
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.
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