Amazon DSL Quality Analyst Hindi Delivery Station Liaison 

Portugal, Miragaia e Marteleira 

6353721

Key job responsibilities
• Conduct audits on a daily basis. Report violations of rules, regulations, policies, and procedures by recommending the initiation of investigative and corrective procedures.
• Meet weekly volume target of contacts to audit
• Identify root causes of defects and find areas of improvements in the processes through auditing.
• Evaluate audit findings and implement appropriate corrective actions, e.g. create/modify existing SOP’s,
• Provide ideas for process improvements to enhance process efficiency, quality and customer experience
• Work with the DSL training team to create and implement strategic and effective trainings to address quality gaps and defects
• Deep dive further into data and audit calls to prove or disprove a hypothesis
• Share results of audits with Operations and Program teams on a daily/weekly basis.
• Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behaviour and internal knowledge base gaps
• Assist with QA ad hoc projects and create reports in a timely manner
• Track the results of changes made and measure improvement

- Additional language such as Dutch, German, Portugese, Japanese, French, Arabic