The Last Mile Analytics & Quality Team is looking for a Transportation Quality Specialist who will act as first level support for the Last Mile team with multiple transportation services along with other operational issues and activities related to transportation process and optimization. Your solutions will impact our customers directly. This role requires you to hit the ground running, learn quickly, and manage disparate and overlapping tasks. High impact production issues often require coordination among multiple groups, providing exposure to a breadth of impact with various teams.

The ideal candidate must be detail oriented, have superior verbal and written communication skills, strong organizational skills, be able to juggle multiple tasks, work independently, and maintain professionalism under pressure. You must be able to identify problems before they happen and implement solutions that detect and prevent outages. You should be able to make sound judgments, improve the customer experience, and get the right things done.

Responsibilities

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions which may require listening to calls and transcribing text from call, email, chat, message, etc.
• Identify patterns emerging in the audits and contribute to process/program improvements
• Provide timely response to stakeholders on related tasks as per SOP and SLA
• Systematically escalate problems to the relevant owners/teams according to process
• Maintain records of day to day work by updating trackers or workflow tools
• Meet business metrics and goals i.e. SLA, productivity, quality and utilization benchmarks
• Understand performance metrics for driving business goals
• Work in a collaborative environment and contribute to the growth of the respective team/program
• Develop a global perspective and understand the nuances of various geographies that Amazon operates in

Basic Qualifications

• Bachelor's degree, Fluency in Brazilian Portuguese
• Minimum CEFR - B2+ / Bachelors in Language
• 10-24 months of work experience
• Good communication skills - should be able to facilitate flow of translated information (Brazilian Portuguese to English and vice-versa) between teams internal/external
• Proficiency in Excel (pivot tables, VLOOKUP)
• Demonstrated ability to work in a team in a very dynamic environment

Preferred Qualifications

• Analyze basic case level inputs and identify predictors / causes of business related problems and improve delivery / customer experience by case-level corrections
• Identify and uncover areas of opportunity and highlight the same to managers
• Collaborate with intra-space multiple resources as per need and carry out basic needed analyses to help ensure efficiency and effectiveness of programs
• Do root-cause analyses (when needed) within the space subject to availability of data

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