Jobs for People with MS: National MS Society

Description

The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon’s delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent redelivery, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.

As part of Amazon's mission to be the most customer-centric company we are setting up a team of dedicated Quality Analysts in order to continually raise the bar on Customer Service. The team is located across our Worldwide marketplaces and reports to a Quality Team Manager located in EMEA.

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

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - GBR

Basic Qualifications

• Quality or customer-facing role experience

• Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

• Advanced proficiency in local language in both written and verbal communication

• Advanced proficiency in Japanese language in both written and verbal communication

Preferred Qualifications

• Additional language such as Dutch, German, Portugese, Hindi, French, Arabic

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).