Quality Review Specialist, NA DSP Performance Ops Team

Amazon • Nashville, TN

23h • $16 - $28 • Onsite

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, providing 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 the team, primarily functioning as a Quality Review Specialist. As an Individual Contributor, the Quality Review Specialist is an integral part of the team, completing quality reviews, performing high judgement investigations and research. These functions inform decision making and appropriate actions for the various programs supported, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing for better customer support.

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 a basic level (e.g., UX navigation, math & logical functions, lookup functions, 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
• Review the casework of Operations Specialists, ensuring that casework adheres to the standard operation procedure.
• Provides feedback about best practices to prevent repeat of errors.
• Identify and suggest improvements to SOPs with the intent of clarifying expectations for all stakeholders.
• Identify real time trends in the casework and communicate the information to their lead or manager.
• Work cases to avoid backlog or missed SLAs (during times of increased case volume).

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level