Quality Assurance Associate – Amazon Jobs

Job Type: from home
Location: Wisconsin work from home
Company: Amazon

To work with the Customer Service Training Manager in achieving specific department goals through internal tool research and querying, Shopbop.com is seeking a Quality Assurance (QA) Associate. The chosen candidate will be able to analyze business KPIs to determine solutions, summarize quality performance, and support the training manager in putting them into practice. Focus on details and prior experience working in a high-pressure, customer service setting are prerequisites for the position.

Responsibilities:

• Monitoring and reporting on quality indicators, in-depth investigation of finding patterns/root causes
• Help you find the factors that will cause improvements.
• Conduct a review of contacts from all channels to make sure quality assurance requirements are being followed
• Through contact evaluations, pinpoint possibilities for agent performance development and give Customer Service Managers and the Training Specialist feedback (observations and trends).
• To promote a culture of continuous improvement within the department, collaborate with the customer service managers.
• Identify performance improvement opportunities with the help of the training manager by examining high-quality data and coaching records.
• Take part in QA calibrations and spot chances for process improvement linked to contacts, agent behavior, and internal knowledge base gaps.
• Help with QA ad hoc projects and quickly produce reports
• Aid in organizing the QA activities across all sites
• During times of increased customer contact, assist the Shopbop Customer Service department.

Requirements:

BASIC REQUIREMENTS

• CS, retail, or service industry experience of at least two years
• Equivalent to a high school diploma
• Word, Excel, SharePoint, and Outlook proficiency
• Outstanding communication abilities, particularly the capacity to: Write and speak with clarity and conciseness
• Pay attention to client needs and evaluate them
• Ability to apply specific percentages, tiered promotional codes, and partial discounts to orders, as well as the option to compute refunds before and after discounts.
• Flexibility with full-time schedule, including weekend and evening shift assignments
• Understanding of Shopbop CS operations, products, and systems at a high level
• Performed for at least six months in the Shopbop Customer Service division and maintained a good status during that time.

FAVORABLE QUALIFICATIONS

• Excellent organizational, time management, and prioritization skills
• High level of accuracy and a keen eye for detail
• ability to accept and complete unusual projects
• When a task is finished, the independent worker looks for new ones.
• independently manage increasingly challenging projects with assurance and control.

Amazon is dedicated to creating an inclusive and diverse workplace. Amazon is an equal opportunity employer and does not discriminate against applicants or employees based on their race, national origin, gender, gender identity, sexual orientation, protected veteran status, handicap, age, or any other legally protected status.