Quality Analyst, Customer Assurance Program (CAP) - Remote - Calibration and Learning Development
Join Amazon's Dynamic Team as a Quality Analyst, CAP - Remote
Accelerate your career growth by becoming a part of Amazon's innovative team as a Quality Analyst, Customer Assurance Program (CAP)! We are seeking a highly skilled and motivated individual to fill this remote position quickly. As a Quality Analyst, CAP, you will play a vital role in driving success by developing and conducting effective calibration and learning programs to boost employee competencies.
About Amazon and Our Mission
At Amazon, our mission is to be the most customer-centric company on earth. To achieve this goal, we need exceptionally talented, bright, and driven individuals like you. Our CAP Quality Assurance (QA) team is looking for a skilled Quality Analyst to support our team and contribute to the development of audit accuracy initiatives and structured/formal learning programs.
Job Summary
As a Quality Analyst, CAP, you will be responsible for leading the development of audit accuracy initiatives and delivering structured/formal learning programs to enhance employee competencies. You will work closely with the QA Managers to identify improvement opportunities, analyze audit/quality data, and support policy audits. This role requires strong analytical and communication skills, attention to detail, and a commitment to excellence.
Key Responsibilities
- Lead Calibration and Process Improvement: Lead external (Operation) and internal (QA) calibrations, and identify process improvement opportunities relating to contact handling, CSA behavior, and internal knowledge base gaps.
- Audit Accuracy and Reporting: Assist QA Managers in generating audit accuracy scores for stores by performing super audits for the team and maintaining data and analysis through reports on Excel or other similar tools.
- Learning Program Development: Develop, implement, and assess the accuracy of audit data, and design, develop, and maintain high-quality and relevant learning and QA Org communication content to meet team needs.
- Collaboration and Communication: Collaborate with leadership to build and manage a variety of learning and development programs, and communicate effectively with stakeholders to facilitate knowledge transfer and skill development.
- Onboarding and Training: 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.
- Policy Audits and Analysis: Support policy audits to detect policy ambiguity and errors based on business needs, and analyze audit/quality data to identify improvement opportunities.
Essential Qualifications
- English Proficiency: Proficiency in written and spoken English.
- Amazon and CAP Experience: Minimum of one year within Amazon and CAP.
- Communication and Interpersonal Skills: Excellent communication skills for knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with other stakeholders.
- Microsoft Office and LMS: Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint) and LMS (Learning Management System).
- Organization and Interpersonal Skills: Excellent organization and interpersonal skills.
Preferred Qualifications
- Attention to Detail: Keen eye for detail and high level of accuracy.
- Self-Starter: Self-starter, seeks out new tasks when work is complete.
- Independent Handling: Independently handle increasingly difficult tasks with confidence and composure.
- Learning and Development Experience: Relevant experience and/or professional qualification in Learning & Development, and facilitation.
- Bachelor's Degree: Bachelor's degree or significant college course work, preferably in a communication, education, or related field, or equivalent experience.
What We Offer
As an Amazonian, you will be part of a dynamic and inclusive culture that empowers you to deliver the best results for our customers. We offer a competitive compensation package, opportunities for career growth, and a range of benefits, including:
- Competitive Salary: A competitive salary package.
- Career Growth Opportunities: Opportunities for career growth and professional development.
- Learning Benefits: Access to learning and development programs to enhance your skills.
- Inclusive Culture: An inclusive culture that values diversity and empowers you to deliver your best.
Work Environment and Company Culture
Our CAP Quality Team works closely with Ops, Program, and Front-line teams to define opportunities for optimizing quality and communication processes. This role requires the ability to work autonomously in a fast-paced environment, while adhering to tight deadlines. We value strong analytical and communication skills, attention to detail, and a commitment to excellence.
How to Apply
If you believe you have what it takes to excel as a Quality Analyst, CAP, submit your application without delay. We are keen to hear from talented candidates like you.
Apply now and take the first step towards an exciting career opportunity with Amazon!
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