Business/QA Analyst

Amazon's CS department is seeking a UK Kindle QA Analyst fluent in English, based in Cork, Ireland.

The ideal candidate will have a proven track record in tactical quality control and improvement, driving strategic process improvement initiatives and will demonstrate a high level of customer obsession.. With responsibility for driving quality improvements, you will support Amazon’s Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service.

The QA Analyst should understand the business metrics, build a story which summarizes holistic quality performance, identifies solutions and implement the necessary actions. You will own the actions and drive the required changes which lead to improved performance. This role will be setting the benchmark for standards we expect to drive a stronger customer experience.

Key Responsibilities include:

•Manage the collaboration between the Quality team and the Global Customer Service teams to learn and implement best practices and to drive customer and performance improvements
•Provide CS Operations leadership with a holistic view of department performance and outline the required initiatives which will drive improvement.
•Strategically analyse historical data to build quality improvement initiatives and drive quality strategies across the UK Kindle CS network.
•Monitor and report on Quality metrics, deep dive and identify trends/root causes
•Analyse historical data to build quality improvement initiatives and drive quality strategies across the CS network.
•Manage the partnership between Knowledge Management and the Training functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics.
•Assist with compiling, analysing and driving First Contact Resolution improvement initiatives
•Own the development of reporting systems to improve visibility into and understanding of all stages of the customer journey.
•Manage the development of robust quality improvement coaching and training processes to drive continuous improvement.

Required Qualifications:

The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service, and an interest in technology and Amazon’s products and services.

•Bachelor's Degree in Computer Science, a Business discipline or equivalent.
•Management experience of large teams, preferably with remote teams
•Negotiation and influencing skills; able to listen to and persuade others based on sound logic
•Goal driven, target orientated, able to step back and look at the bigger picture.
•Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations and long term EU Quality strategy.
•Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. Experience with SQL and formatting is strongly preferred.
•Demonstrable experience in statistics/statistical analysis.
•Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
•Solid background in statistics / statistical analysis.
•Excellent planning and organizational skills.
•Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
•Motivated to work on own initiative.
•Additional European language skills would be advantageous