Quality Review Specialist, NA DSP Performance Ops Team

Key job responsibilities

• Completes quality reviews for various complex work streams.
• Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making.
• Evaluates root cause and performs data analysis to identify opportunities for process improvement.
• Escalates trends in issues or pain points occurring within the process.
• Surface pain points and solve key problems.
• Participate in ongoing projects related to SOP improvements, training efforts, and tech implementation.
• Presents operational call-outs to leadership during business reviews.
• Contribute to ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives.
• Maintains monitoring of safety, quality, productivity, and customer expectations.
• Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful.
• Thinks Big across the Last Mile space, delivering holistic, scalable solutions.

Basic Qualifications

• 2+ years of Amazon (blue badge/FTE) experience, or Bachelor's degree in management, business administration, economics, engineering, marketing.
• Experience with Microsoft office tools like Word, Excel, Outlook, and OneNote.
• Experience with a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management.
• Experience using Salesforce or other CRM tools.

Preferred Qualifications

• 2+ years of performance metrics, process improvement or lean techniques experience.
• Knowledge of Excel at a basic level (e.g., UX navigation, math & logical functions, lookup functions, etc.).
• Experience with operations, risk, fraud investigations etc.
• Experience with Salesforce or JIRA, or experience in agile/scrum or related collaborative workflow.