Erc Quality Analyst Job in Amazon

DESCRIPTION

The ERC Quality Analyst role is an advocate for service excellence in the ERC who support the continuous learning and quality improvement of ERC associates. This role is primarily responsible for the audits of contacts (phone, chat, ticket and case) and providing actionable, specific feedback to ERC associates to assist them in their growth. QAs drive quality of service in the ERC through coaching and support sessions tailoring their feedback conversations to the Amazons leadership principles and Employee Services tenets. Through contact auditing and analysis QAs advocate for the customer experience, examine gaps and propose solutions. By using contacts data, QAs determine the effectiveness of team initiatives, help design and build content for training and the knowledge-base. QAs play a pivotal role, as they are responsible for introducing new hires to Amazons culture, and work hand in hand with ERC Associates and Team Managers in driving quality in the ERC. This position facilitates ongoing refreshers to all ERC associates, drives initiatives and programs to improve performance, and examines contact data to identify continuous learning needs. The ERC QA will deliver new hire training to introduce new team members to the Quality Program and identify needs for ongoing training. The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. This position requires a creative and analytical problem solver with a passion for excellent customer service.

BASIC QUALIFICATIONS

6+ months tenure in production on ERC Team (non-negotiable)
Must be complying consistently with quality and productivity standards as applicable to the team you belong to (86%+ for ERC)
1+ year of significant Coaching and Mentoring Experience.
Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
Ability to push back, foresee potential issues, and advocate for relentless improvement.
Excellent verbal and written communication skills.
Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
Ability to clearly communicate complex information and to effectively motivate small groups

PREFERRED QUALIFICATIONS

+6 months of experience in Specialty Client Services Team, Americas Non US ERC Team or ERC Team Career Choice.
Bachelors degree or significant college course work in communication, psychology, education or related field
Previous QA Experience.
Flexible to work in shifts to cater to a global charter
Language proficiency in addition to English and Spanish.
Analytics.