Quality Auditor

Expiring today

Karnataka, India
Competitive salary
10 Jun 2021
12 Jun 2021
Job role
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with Sellers, Vendors and Brand Owners who offer their catalog of products on Amazon's global eCommerce platforms. The Partner Support and Solutions team acts as the primary interface for this customer group. We obsess over the provision of world class support, technical assistance, and account management services to our global partners. We strive to predict our customers' needs, create and innovative self-help tools, and provide solutions to help them better serve their own customers and grow their businesses.

The Quality Auditor will execute quality audits aligned with the vision of creating the perfect customer interaction. In this highly collaborative role, the Quality Auditor will establish quality standards and guidelines with consistent closed loop feedback mechanisms that drive improvements across Partner Support and Solutions. As an advocate for our customers, the Quality Auditor will help to develop an environment that enhances our ability to provide a high level of support.

Key Responsibilities:
• Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs.
• Calibrate auditing processes between partner and internal teams.
• Verify, document, and communicate audit results; develop an audit report; and evaluate the effectiveness of corrective action and follow up.
• Audit in a professional, ethical, and objective manner with an awareness of potential legal and financial ramifications.
• Balance multiple ongoing projects, tasks, and priorities.
• Develop creative methods and processes for improving core performance based on audit findings.
• Identify and articulate issues, and escalate appropriately.
• Address special projects as necessary and adapt to the changing requirements of the business.
• Understand our customers' perspectives and audit with their experience as much in mind as that of Associates.

• 4-year US college degree, international equivalent, or equivalent work experience and 2+ years customer service experience.
• Demonstrated ability to drive customer service quality improvement initiatives.
• Demonstrated strong analytical skills; including the ability to find, interpret, and make recommendations based on available data.
• Demonstrated strong written and verbal communication skills; including the ability to comfortably engage with internal and external stakeholders.
• Business Proficient in English.

• Additional language fluency (specifically in Spanish, Portuguese, German, Italian, French, Mandarin, Japanese, Turkish, Arabic, and Dutch).
• Auditing/quality monitoring experience, preferably in a quality process role supporting a contact center environment.
• Demonstrated ability to successfully deal with ambiguity.
• Demonstrated ability to work independently with sound judgement and decision making (earn trust).
• Demonstrated ability to identify, surface, and contribute to cross-team process improvement projects.

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