Job Description
Amazon.com is looking for a Quality Specialist to support our HRS – SD businesses. Quality Analyst will dive deep into processes related escalations to provide research and root cause analysis and develop solutions to eliminate the error. The preferred candidate will have experience across Onboarding services. The role supports subject matter experts in Onboarding processes, policies, and standard work, along with system tools, resources, and established learning platforms to constantly improve processes and compliance for service delivery for a frustration-free experience.
The role is majorly responsible cooperate with a team of Onboarding. Associates assigned in order to assure the highest quality of performance, provide necessary training to the associates, drive process and quality improvement, and create recognition strategies and corrective programs. You will be responsible for quality reviews in order to identify and monitor quality metrics. You will organize quality sessions to improve the performance and the quality of the team you are monitoring. Together with your team and your manager, you will set quality goals for the organization and ensure they are achieved. You will also prepare reports about quality and customer experience and use your deep-dive skills to analyze quality results; then use these results to implement necessary improvements and changes. The role will establish, train, mentor, and work with field employees to ensure adoption of new processes, standard work, and systems. On a regular basis this role will require demonstrated proficiency in change and transition management, identification of gaps in standard work for resolution, and expert knowledge of the services to lead and influence adoption within Amazon.
Key Areas Of Responsibility
- Perform internal and external audit of data for accuracy and integrity on daily/ weekly/ Bi-weekly/ Monthly basis.
- Regular connects with Onboarding associates in order to review their performance and work on improving their Quality Scores.
- Analyze quality trends and other business data in order to drive improvement actions focused on quality.
- Understand impacts of audit findings and their impact on internal/external interfaces and teams . Drive the continuous improvement of HR processes.
- Analyze escalations and drive corrective actions. Continually strive to improve efficiency and effectiveness of existing systems/process Communicate written analysis of dive deep results and information to leads and managers
- Deliver quality feedback to associates in partnership with the respective Team Managers
- Analyze the Internal/ external escalations by performing a Dive Deep analysis on the root cause. Provide biweekly feedback to associate to improve overall team’s performance and reduce learning curve
- Able to work within areas of ambiguity and address for the short-term to create standard work and partner with the manager and leads to establish a long-term solution
- Conduct refresher training, educate, and mentor internal team members on tools and resources for adoption within daily work based on quality trends identified
- Coordinate with the internal team resources of compliance and delivery to ensure high standards for frustration free experience
- Track, measure and report Quality metrics at different intervals to ascertain the process performance health and identify improvement areas
- Demonstrate highest degree of discretion and confidentiality
BASIC QUALIFICATIONS
- Bachelor degree and/or equivalent work experience in Human Resources
- 2+ years of experience specializing in Onboarding Business
- Consistent performance in the existing role for the last 6 months.
- Applied knowledge of measurement, dive deep or root cause analysis and problem solving
- Outstanding communication (written and oral) and organizational skills
- Good attention to detail and the ability to prioritize in a fast-paced environment, analytical and critical thinking skills
- Skilled use of Microsoft Office products
- Flexibility to work n 24*7 environment
- 3+ years of experience specializing in Onboarding Business.
- MBA or Master’s degree in relevant field.
- Excellent written and verbal communications skills - ability to interface with all levels of the organization and influence business leaders.
- Exceptional focus and proven results on delivering excellent employee experiences across plans.
- Deep analytical skills, comfortable working with and communicating large amounts of data findings, experience establishing and tracking program metrics.
- Ability to work with a high degree of autonomy of discretion through ambiguous circumstances.
- Strong sense of accountability, sound personal judgment and global business acumen.
- Great organizational skills with exceptional follow through and attention to detail.
- Proven abilities to collaborate and maintain strong cross organizational partnerships.
- Demonstrated expertise in process management-Six Sigma/green belt certification.
- Experience leading global or regional program initiatives and/or process improvement effort.
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