Quality Review Specialist, NA DSP Performance Ops Team

Amazon.com, Inc.•Nashville, TN

49d

About The Position

The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: Delivery Feedback and Insights, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ. The DSP Performance Ops team is seeking a talented Performance Ops Specialist to join our team! For this role, the primary function will be as a Quality Review Specialist. As an Individual Contributor, the Quality Review Specialist is an integral part of our team, completing quality reviews, performing high judgement investigations and research. These functions inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing us to better support our customers. The primary task of the Quality Specialist is to review the casework of Operations Specialists, ensuring that casework adheres to the standard operation procedure. The Quality Specialist provides feedback about best practices to prevent repeat of errors. Quality Specialists are very familiar with standard operating procedures and regularly identify and suggest improvements to SOPs with the intent of clarifying expectations for all stakeholders. Quality specialists also identify real time trends in the casework and communicate the information to their lead or manager. During times of increased case volume, quality specialists may be assigned to work cases to avoid backlog or missed SLAs.

Requirements

2+ years of Amazon (blue badge/FTE) experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
Experience with Microsoft office tools like Word, Excel, Outlook, and OneNote
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management
Experience using Salesforce or other CRM tools

Nice To Haves

2+ years of performance metrics, process improvement or lean techniques experience
Experience with operations, risk, fraud investigations etc.
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Experience with Salesforce or JIRA, or experience in agile/scrum or related collaborative workflow
2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.

Responsibilities

Completes quality reviews for various complex work streams.
Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making
Evaluates root cause and performing data analysis to identify opportunities for process improvement
Escalates trends in issues or pain points occurring within the process
Surface pain points and solve key problems.
Participate in ongoing projects related to SOP improvements, training efforts, and tech implementation
Presents operational call-outs to leadership during business reviews
Contribute to ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives
Monitors safety, quality, productivity, and customer expectations
Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful
Thinks Big across the Last Mile space, delivering holistic, scalable solutions