ACES Kaizen Team Representative - English Speaking

Job description

DESCRIPTION

This role is a part of VAT Services on Amazon ring-fenced Seller Support team.

ACES (Amazon Customer Excellence System) is Amazon Operation's culture of continuous improvement. As a strategic partner for contact center leadership, the Seller Support ACES Kaizen Team Representative role (Seller Support ACES KTR) will continuously improve our Seller Support processes and services by driving high impact improvement projects as well as daily process improvement activities.

Position Responsibilities
· Support and improve the Seller Support ACES program as part of worldwide network of Kaizen Team Representatives (KTR)
· Work with KPO and KTR network to develop delivery standards for Lean and Six Sigma methodologies.
· Oversee intake mechanisms to identify and disposition continuous improvement ideas from contact center staff from within and outside the VISA team.
· Support team leadership in strategic planning. Deliver data and analysis to help prioritize projects and initiatives.
· Own and manage the VISA team Gemba quality system, which includes (but is not limited to) daily Gemba walks, Fix-It meetings, deliverables tracking and monitoring.
· Teach and mentor site staff to understand and carry out the components of a continuous improvement program.
· Lead data collection, time studies, and other data analysis as part of continuous process improvement efforts.
· Oversee pipeline and ongoing docket of process improvement projects.
· Coach project resources on relevant tools and methods for discovering and implementing process improvements.

· Remove barriers that prevent contact center staff from effectively using Paragon and program related tools.

Proven track record of being:
· Passionate about Customers
· Good at listening
· Naturally curious about how things work
· Never satisfied with the status quo
· Courageous (willing to stand up for their ideas within appropriate guidelines)
· Successful in following-up and getting things done
· Analytical problem solver

Desired profile

BASIC QUALIFICATIONS

· 1+ years of experience in Process Improvement projects.
· Proven proficiency knowledge of MS Office package in resume
· Demonstrated experience implementing efficiency (considerable time or cost saving) projects and managing high impact projects
· Proven analytical skills and problem solving ability - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
· Proficient user of statistical analysis packages (e.g. JMP or Minitab)

· Proven strong stakeholder management in all levels, including demonstrated ability to influence stakeholders/teams without formal responsibility.

· Ability to thrive in a fast-paced and ever changing Service environment
· Self-starter capable to taking initiative and working with minimal direction.