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Quality Review Specialist, NA DSP Performance Ops Team
AI in this role
Perform complex quality reviews, investigations, and data analysis to optimize performance and safety across the Last Mile delivery network.
The DSP Performance Ops team is seeking a talented Performance Ops Specialist to join our team! For this role, the primary function will be as a Quality Review Specialist. As an Individual Contributor, the Quality Review Specialist is an integral part of our team, completing quality reviews, performing high judgement investigations and research. These functions inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing us to better support our customers.
Key job responsibilities
- Completes quality reviews for various complex work streams.
- Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making
- Evaluates root cause and performing data analysis to identify opportunities for process improvement
- Escalates trends in issues or pain points occurring within the process
- Surface pain points and solve key problems.
- Participate in ongoing projects related to SOP improvements, training efforts, and tech implementation
- Presents operational call-outs to leadership during business reviews
- Contribute to ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives
- Monitors safety, quality, productivity, and customer expectations
- Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful
- Thinks Big across the Last Mile space, delivering holistic, scalable solutions
A day in the life
The primary task of the Quality Specialist is to review the casework of Operations Specialists, ensuring that casework adheres to the standard operation procedure. The Quality Specialist provides feedback about best practices to prevent repeat of errors. Quality Specialists are very familiar with standard operating procedures and regularly identify and suggest improvements to SOPs with the intent of clarifying expectations for all stakeholders. Quality specialists also identify real time trends in the casework and communicate the information to their lead or manager. During times of increased case volume, quality specialists may be assigned to work cases to avoid backlog or missed SLAs.
Basic qualifications
- 2+ years of Amazon (blue badge/FTE) experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
- Experience with Microsoft office tools like Word, Excel, Outlook, and OneNote
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management
- Experience using Salesforce or other CRM tools
Preferred qualifications
- 2+ years of performance metrics, process improvement or lean techniques experience
- Experience with operations, risk, fraud investigations etc.
- Knowledge of Excel at a basic level (e.g., UX navigation, math & logical functions, lookup functions, etc.)
- Experience with Salesforce or JIRA, or experience in agile/scrum or related collaborative workflow
- - 2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TN, Nashville - 16.82 - 28.07 USD hourly
How we rate this
Quality Review Specialist, NA DSP Performance Ops Team at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where quality assurance was part of your work. What did you do?
- Tell me about a project where case management was part of your work. What did you do?
- Tell me about a project where data analysis was part of your work. What did you do?
- Tell me about a project where investigation was part of your work. What did you do?
- Tell me about a project where process improvement was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Quality Assurance, Case Management, Data Analysis, Investigation, and Process Improvement. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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