Field Quality Assurance Specialist

Amazon; Milton Keynes; On-site; GBP 30,000 - 50,000; Full time

Job description

Operations is the heart and soul of everything Amazon does.
As a member of the ACES (Amazon Customer Excellence Systems) and Quality team, you will solve complex challenges and contribute to the optimization of the delivery stations operations, providing the station with sufficient knowledge and appropriate tools to improve performance.
Your goal is to identify, design, and deliver process improvement solutions for various customer experience initiatives, designed to improve Amazon’s ability to deliver directly to customers through its network of 3rd party vendors.

This position is limited for 1 year.

Key job responsibilities

1. Complete daily routines in the field of address data quality with the aim to improve delivery quality.
2. Monitor and analyze data to track key quality metrics.
3. Perform audits, assessments, and deep dives of field processes and procedures.
4. Use logical thinking, analytical & problem-solving skills to identify potential areas for improvement.
5. Communicate any quality problems or concerns that are impacting the customer experience.
6. Verify potential access codes and delivery instructions for assigned addresses and update records as needed.

A day in the life
You will have the exciting opportunity to make history by becoming a member of the ACES (Amazon Customer Excellence Systems) and Quality team whose purpose is to create unprecedented customer experiences on a daily basis. We’re looking for innovation and problem-solving skills, and a passion to create world-class customer experiences that will change the face of commerce.

About the team
As part of the Amazon Customer Excellence Systems (ACES) team, we work to continually improve the Amazon Logistics experience. We look after high-impact initiatives and help to develop, roll out, and look after a range of logistics-focused projects. Recent examples include launching and expanding micro-mobility delivery (via e-cargo bike or on foot) across Europe, and electric vehicle delivery. Using data-driven tools, we’re able to see how we can make processes better and more efficient, or how we can reduce waste across the business.

Our team supports field operations to launch new programmes and technology-based solutions across Europe, helping them meet customer demand and drive customer-focused innovation. We’re also responsible for raising the bar for our learning teams and making the onboarding experience for Associates, Delivery Partners, and Managers as engaging as possible.

There are lots of different opportunities within the ACES team, so we welcome people with a broad range of skill sets. We work across a network of 200+ delivery stations to make sure everything from onboarding to delivery methods are as effective as possible. At its core, we work to make Amazon a safe, enjoyable place for our people and ensure on-time deliveries, always.

BASIC QUALIFICATIONS

1. Advanced proficiency in German and English languages, in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
2. Relevant experience working with data analytics and using these metrics to identify problems
3. Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

PREFERRED QUALIFICATIONS

Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.

1. Customer service skills to effectively communicate with internal and external partners
2. Experience using a transportation management system
3. Parcel delivery experience, with market/geographic expertise

You are organized and able to meet deadlines through effective prioritization of your tasks, even when requests overlap. This position requires on-site presence and occasional deviations from regular office hours may be required.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use, and transfer the personal data of our candidates.

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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.