Sr. Quality Auditor
DESCRIPTION
At Amazon we believe that every day is still day one.
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.
DLS Team is seeking a Quality Auditor to contribute to the development and ongoing execution of our Quality Management System (QMS). QMS will support our quality program across various leave of absence and accommodation events. This position will assist in driving operational excellence through a culture of continuous inspection in processes and key business initiatives. Focus on raising the bar on our processes and tools by continuously evaluating our internal controls, consistency in standard work against established policy, plan, and practice.
The successful candidate will have necessary experience in leave of absence, disability, accommodations, return to work, workers' compensation, benefits, and absence management functional areas. The role serves as a subject matter expert in Leave and Accommodation program processes, policies, and standard work, along with system tools to generate a frustration-free experience. This role will conduct root cause corrective action analysis and correction of errors in collaboration with HR Operations, Risk Management, Environmental Health and Safety, and HR Services. The position may involve collaboration with peers and resources across other global locations, to review current processes and technology.
Key Responsibilities:
• Develop and maintain key aspects QMS
• Monitoring case and call quality; providing findings to stakeholders for appropriate follow up action
• Define measureable metrics to gauge progress against objective quality goals
• Partner with DLS stakeholders on process improvements in response to customer feedback and/or audit results
• Simplify complex DLS language while concisely summarizing the issues, defining the defects or service failures and outlining robust corrective action.
• Flexibility to work nights and/or weekends
BASIC QUALIFICATIONS
• Bachelor's degree or 5 + years of professional or military experience
• 1+ year of experience in Human Resources or customer service in a leave and/or disability field
• 2+ years of relevant audit and/or operational experience.
• Experience creating audits and outcome reports.
• Experience in MS Word, Excel, Access, Outlook and PowerPoint
PREFERRED QUALIFICATIONS
• 3+ years' experience with disability quality assurance
• Strong written and verbal communication skills
• Solid track record for delivery of high quality products
• Excellent customer service and communication skills, both verbal and in writing
• Strong time management and ownership of deliverables
• Ability to analyze and identify patterns in large data sets.
• Strong attention to details.
• Ability to work independently
• Ability to apply critical thinking and problem solving skills.
At Amazon we believe that every day is still day one.
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.
DLS Team is seeking a Quality Auditor to contribute to the development and ongoing execution of our Quality Management System (QMS). QMS will support our quality program across various leave of absence and accommodation events. This position will assist in driving operational excellence through a culture of continuous inspection in processes and key business initiatives. Focus on raising the bar on our processes and tools by continuously evaluating our internal controls, consistency in standard work against established policy, plan, and practice.
The successful candidate will have necessary experience in leave of absence, disability, accommodations, return to work, workers' compensation, benefits, and absence management functional areas. The role serves as a subject matter expert in Leave and Accommodation program processes, policies, and standard work, along with system tools to generate a frustration-free experience. This role will conduct root cause corrective action analysis and correction of errors in collaboration with HR Operations, Risk Management, Environmental Health and Safety, and HR Services. The position may involve collaboration with peers and resources across other global locations, to review current processes and technology.
Key Responsibilities:
• Develop and maintain key aspects QMS
• Monitoring case and call quality; providing findings to stakeholders for appropriate follow up action
• Define measureable metrics to gauge progress against objective quality goals
• Partner with DLS stakeholders on process improvements in response to customer feedback and/or audit results
• Simplify complex DLS language while concisely summarizing the issues, defining the defects or service failures and outlining robust corrective action.
• Flexibility to work nights and/or weekends
BASIC QUALIFICATIONS
• Bachelor's degree or 5 + years of professional or military experience
• 1+ year of experience in Human Resources or customer service in a leave and/or disability field
• 2+ years of relevant audit and/or operational experience.
• Experience creating audits and outcome reports.
• Experience in MS Word, Excel, Access, Outlook and PowerPoint
PREFERRED QUALIFICATIONS
• 3+ years' experience with disability quality assurance
• Strong written and verbal communication skills
• Solid track record for delivery of high quality products
• Excellent customer service and communication skills, both verbal and in writing
• Strong time management and ownership of deliverables
• Ability to analyze and identify patterns in large data sets.
• Strong attention to details.
• Ability to work independently
• Ability to apply critical thinking and problem solving skills.