Quality Analyst , CAP

At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. CAP Quality Assurance (QA) team is looking for a to support our team. Overall responsibility includes boosting the competencies of our employees by developing and conducting effective calibration and learning programs.

You will be responsible for the development of audit accuracy initiatives and delivering structured/formal learning. You will develop your audience through a range of learning methodologies including instructor led and remote sessions, and facilitation across an array of internal and external calibration sessions.

Key job responsibilities

• Lead the Operation (external) and QA (internal) calibrations, and identify process improvement opportunities relating to contact handling, CSA behavior, and internal knowledge base gaps
• Assist the QA Managers to generate the audit accuracy score for the store by performing super audits for the team
• Maintaining data and analysis through reports on Excel or other similar tools (as per business requirement)
• Work with the QA Managers to identify improvement opportunities by analyzing audit/quality data
• Support policy audit to detect policy ambiguity and errors based on business need
• Manage the entire life cycle of the onboarding program ensuring that each new Quality Analyst follows the appropriate training and document any wins/opportunities in learning curves
• Conducting learning session on new process. Deliver various workshops as continuous learning
• Effective delivery of structured/formal solutions e.g. New-Hire and tenured QA, communication courses enabled QA to evaluate CSA soft skills
• Collaborate with leadership to build and manage a variety of learning and development programs (e.g. KNet course)
• Design, develop, and maintain high-quality and relevant learning and QA Org communication content to meet team needs
• Ensure the appropriate learning content is fully up to date (e.g. covering policy changes) and fit for business purpose.
• Collaborate with QA Managers to monitor and measure training effectiveness