Senior Quality Assurance Specialist, Es Quality

hace 2 días


Santa Cruz, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

2+ years of experience in people management and leading team of analysts
- Successful track record leading projects, process improvements or operations, possibly in a CS environment
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word
- Full professional proficiency in Spanish and English

Job summary
At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online.
Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA.
We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.
We do this every day by solving complex technical and business problems with ingenuity and simplicity.
The Senior QA Analyst will work with the Spanish QA team and be responsible for leading a team driving quality improvements to improve and preserve the highest standards of quality and service; understand the business metrics; perform analysis and deep dives to support the ES Customer Service team; identify root-causes and provide recommendations; come up with projects to drive continuous improvements that lead to a sustained performance.
The QA Analyst will report to the FRITES QA Manager.
**Responsibilities**:

- Lead a team of QA specialists to drive contact handling improvements and improve processes
- Take a role in the QA function for the Spanish CS, across all the sites, working closely with the local and distributed team of QA Specialists
- Perform analytical deep dives to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
- Provide ES Ops team with a holistic view of CS performance and identify the levers which will drive performance improvements
- Lead quality improvement projects to meet performance targets and drive continuous improvement
- Influence the development of quality improvements and training processes, as well as the definition of quality goals
- Contribute to the development of reporting systems for all levels of the customer journey

**Individual**:

- People manager focused on people development
- Goal driven and able to not only dive deep, but also to step back and look at the bigger picture
- Negotiation and influencing skills; able to listen to and persuade others based on sound logic
- Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
- Results orientated with a bias for action, taking responsibility and owning delivery
- Excellent written and oral communication skills including an ability to communicate with senior managers in the organization
- Motivated to work on own initiative

Basic qualifications
- 2+ years of experience in people management and leading team of analysts
- Successful track record leading projects, process improvements or operations, possibly in a CS environment
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word
- Full professional proficiency in Spanish and English

Preferred qualifications
- 2+ years of experience in Customer Service
- Six Sigma Green Belt or Black Belt Certified
- Experience with SQL and Amazon internal reporting systems
- Speaking Italian or French is a plus
- 2+ years of experience in Customer Service
- PMP or PRINCE2 graduated
- Six Sigma Green Belt or Black Belt Certified
- Experience with SQL
- Speaking Italian or French is a plus



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