Quality Analyst

Rol

CAP Quality Analyst

About CAP -Quality Analyst 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.

Location: Hyderabad

Description

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

Basic Qualifications

• Proficiency in written and spoken English
• 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
  
  

Preferred Qualifications

• Keen eye for detail and high level of accuracy
• Self-starter, seeks out new tasks when work is complete
• Independently handle increasingly difficult tasks with confidence and composure
• Relevant experience and/or professional qualification in Learning & Development, and facilitation
• Bachelors degree or significant college course work, preferably in a communication, education or related field or equivalent experiencee & responsibilities

Key capabilities for Quality Analyst in CAP:

Personal qualities:

• Proficient in English. Candidate must demonstrate language proficiency in all the following writing, reading and comprehension.
• One should be able to perform data analysis using Excel, SQL & Python and presenting actionable insights to leaders & stakeholders for informed decision-making.
• One should be able to provide detailed analysis through audit form and bridge the process gaps if any.

Preferred candidate profile

An ideal candidate should have excellent communication skills and should be able to demonstrate problem solving capabilities process optimization and should possess strong analytical skills with an ability to make data-driven decisions to continuously improve processes. The candidate should possess good leadership skills with an ability to effectively convey information, influence stakeholders and resolve conflicts. Candidate should be adaptable to handle changing priorities, unforeseen challenges and dynamic environments

A proactive and results-oriented mindset with a focus on achieving operational excellence and teams succes

Perks and benefits