Amazon is looking for a Quality Assurance & Customer Satisfaction
Analyst to drive quality performance for FR CS. If your desire to
participate in new challenges to improve customer experience and
customer satisfaction and to develop your skills wakes you at night,
this role is for you. The Quality Assurance & Customer
Satisfaction Analyst will understand the business metrics, he/she will
identify areas of improvement, he/she will drive engagement through
close cooperation with other FR QA analysts, FR operations and EU QA
team members. Responsibilities: - Create and maintain systematic reporting systems and develop methodologies for analyzing and presenting data. - Monitor and report on Quality metrics and quality risk management, deep dive and identify trends/root causes
- Recommend, own and drive performance improvement areas from a FR
network perspective through customer satisfaction audits, Six Sigma
projects, and other quality-related programs. - Build proactive
approach of communication with the different stakeholders to identify
opportunities of improving the customer experience through
policies/process review and improvements aimed at reducing
dissatisfaction - Utilize prediction techniques to produce long term outlooks; partner in creation of CS Goals around key operational metrics. - Lead the preparation of presentations to senior management through written papers for monthly/quarterly business reviews. - Liaise with CS EU QA teams to learn and implement best practices and to drive customer and performance improvements. - Contribute to the development of robust quality improvement, coaching and training processes to drive continuous improvement.
- Liaise with projects Team to ensure new policies/processes are
successfully scoped and rolled out with measurable results against key
metrics. - Create assessments and evaluation methodologies to
measure the effectiveness of corrective/ preventive actions using key
performance metrics - Create and drive process standardization - Participates in customer and client listening programs to identify customer needs and expectations Teamwork: · Collaborative working across multi - sites and multi disciplines
· Professional approach to working with colleagues at all levels -
Leads, Team Managers, Mentors, Training Team, Support Service Teams and
Digital Teams · Ability to communicate effectively across a multitude of platforms with team members in the European teams Individual: · Flexibility in approach to work and self-driven · Analytical, with a proven ability to analyze various data sources and identify root cause/drivers of performance · Results orientated · Bias for action, takes responsibility/ownership and delivers · Builds lasting and effective relationships which focus on the customer
Job Details
| Date Posted: | 2016-09-21 |
| Job Location: | Rabat, Morocco |
| Job Role: | Customer Service |
| Company Industry: | Customer Service |
Preferred Candidate
| Career Level: | Mid Career |
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