Customer Service Specialist - Quality Assurance

Job description

DESCRIPTION

IT Quality Assurance Specialist

Amazon's Customer Service department is seeking a QA Specialist fluent in Italian and English. With responsibility for driving quality improvements, the ideal candidate will support Amazon’s Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and technical skills. The QA specialist should understand the business metrics, build a story which summarizes holistic quality performance, identifies solutions and implement the necessary actions. Following this initial phase it is imperative to own the actions and drive the required changes which lead to improved performance. The QA role should be setting the benchmark for standards we expect to drive a stronger customer experience.

Key Responsibilities include:
· Liaise with the Customer Service teams to learn and implement best practice and to drive customer and performance improvements
· Monitor and report on Quality metrics, deep dive and identify trends/root causes
· Ability to evaluate data, identify issues, recommend, own and drive performance improvement areas
· Drive through improvement initiatives to implementation
· Liaise with the Projects Team and Training department to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
· Assist with compiling, analyzing and driving Repeat Contact improvement initiatives
· Provide IT CS Operations with a holistic view of customer performance and identify the levers which will drive improvements
· Contribute to the development of reporting systems for all levels of the customer journey
· Assist in the development of robust quality improvement coaching and training processes to drive continuous improvement
· Provide clear insight into performance drivers and the levers which impact performance
· Implement and own action plans which drive performance improvements
Teamwork:
· Collaborative working across multi –sites and multi disciplines
· Professional approach to working with colleagues at all levels – Resolution Leads, Customer Service Managers, Remote Mentors, Training Team, Support Service Teams
· Ability to communicate effectively across a multitude of platforms with team members in the European and Global 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
· Excellent communication skills-- ability to compose grammatically correct, concise and accurately written or spoken information; ability to clearly understand and describe the issues associates face.

PREFERRED QUALIFICATIONS

· Minimum of 2-3 years experience in Customer Service area with 1+ years in Quality Assurance role in a contact centre environment
· Experience with SQL and HTML formatting is strongly preferred

Desired profile

BASIC QUALIFICATIONS

· Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
· Previous experience in creation, implementation and maintenance of Customer Service Quality monitoring programs with proven qualitative results
· Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
· Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
· Ability to communicate both written and orally to all levels of management and across various cultural backgrounds
· Superior judgment, diplomacy and tact
· Willingness to speak up even in the midst of adversity
· Excellent planning, organizational and time management skills
· Fluent Italian and English language skills (spoken, reading and written)