UK Quality Assurance specialist

Job description

DESCRIPTION

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

The EU CS Operations Engineering (OE) team combines quality assurance as well as program and project management resources to support CS Operations teams across EU. EU CS OE will focus on two general work streams: 1) the operational excellence program, covering quality, productivity and policy compliance; and 2) new tool and process implementation, integration and adoption.The team will on-board native speaking auditing resources for each CS language, creating a central standardized data mining structure supporting EU CS. The OE audit team will deliver manual deep dives when CS metrics and analytics tools have failed to provide the right level of granularity needed to define actions or influence CS internal and external stakeholder road maps. These audits have the potential to provide powerful insights, anecdotes and to highlight the voice of the customer.

We are recruiting for a Quality Specialist (m/f) to lead the OE audit team in Edinburgh or Cork.

The quality specialist will be responsible for the co-ordination, leadership and operations of the OE UK audit team. This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic customer-focused and metrics driven environment.

The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for excellent service to our stakeholders. They will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. They should possess strong communication skills as well as technical and analytical aptitude.

A successful candidate speaks English at native speaker proficiency, is extremely detail oriented, an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team, is data-driven, and has a strong eye for opportunities. You are willing to experiment, fail fast, learn and iterate to improve.
Key responsibilities:

· Lead a team of five support operations analysts.
· Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
· Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction.
· Work with EU stakeholders and requesters to determine problem statements and approaches.
· Serve as a leader and point of contact for complex problems.
· Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change / Kaizen initiatives as required.
· People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition
· Ensures employees growth & development, set priority, drive motivation & engagement for employees

PREFERRED QUALIFICATIONS

· additional EU language proficiency
· formal project management certification

Desired profile

BASIC QUALIFICATIONS

· Bachelor degree
· English language proficiency
· 1-2 years of CS experience
· Strong leadership, organizational and analytical skills
· Strong stakeholder management and communications skills
· Proven track record of strong delivery of results by working both independently and collaboratively with global teams as appropriate