Quality Analyst II, Flex Investigations and Offboarding

• Amazon Flex Investigation and Offboarding (Flex I&O) is looking for a Quality Analyst to join our team. The Flex I&O team's mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense. This pivotal role involves meticulously auditing cases for the Flex I&O team, ensuring compliance is not only achieved but consistently maintained at the highest standards.
• Quality Analysts function as subject matter experts who use their auditing skills to identify both positive and negative trends and propose solutions and improvements for the Flex I&O team to leverage. The ideal candidate will embody a relentless commitment to raising the quality and performance bar, demonstrating an appropriate sense of urgency and adaptability in response to evolving business needs.

• Key job responsibilities
• •Conduct thorough audits of Flex I&O cases to ensure stringent compliance and uphold high standards across all queues and markets
• •Identify both positive and negative trends through expert analysis, proposing solutions and improvements to enhance team performance and quality
• •Develop and deliver audit reports highlighting compliance rates, risk areas, and actionable recommendations
• •Maintain an unwavering focus on detail and exhibit self-motivation in all tasks
• •Adapt swiftly to changing business dynamics while maintaining high-quality output
• •Collaborate effectively with Team Managers, Operations Managers, and stakeholders, leveraging strong interpersonal skills to drive continuous improvement
• •Participate in calibration sessions to ensure consistent audit scoring across the team
• •Ensure compliance with Flex/SLS policies, regulatory requirements, and established procedures across all markets

Basic qualifications

• - 2 years experience as a Quality Analyst
• - A strong sense of urgency and adaptability to navigate changing business needs
• - Exceptional attention to detail, ensuring accuracy and compliance in all audits
• - Action-oriented with a flexible problem-solving mindset
• - Must be in Good Standing

Preferred qualifications

• - Familiarity with process improvement methodologies (Lean, Kaizen, Six Sigma) or instructional design and e-learning platforms
• - Bilingual (Spanish, Japanese, Portuguese, French)

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