CAP Quality Analyst

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

About the team
CAP Quality Team will work closely with Ops, Program and Front-line teams to define opportunities for optimizing the quality and communication processes. This role requires the ability to work autonomously in a fast-paced environment, while adhering to tight deadlines. The ability to multitask and prioritize is essential as you will be managing multiple tasks in parallel. The ideal candidate must demonstrate strong analytical & communication skills, attention to details, and a commitment to excellence. Proficiency in written and spoken English
Minimum of one year within Amazon - Essential
Minimum of one year within CAP - Essential
Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with other stakeholders
Experience in developing programs, implementing and assessing accuracy of audit data
Competent user level of Microsoft Office tools (Word, Excel and PowerPoint) and LMS (learning management system)
Excellent organization & interpersonal skills