CN ASCS QA Manager
DESCRIPTION
Every Amazon employee is focused on improving the customer experience for our millions of customers. The Quality Assurance Team within Customer Service looks for performance opportunities because any behavior spotted, can be corrected with the right feedback. By encouraging Associates to use their best judgment to uphold the Tenets.
Key Responsibilities:
-Manage a team remotely across multi-business lines' Quality Assurance for Mandarin, Japanese, Korean, English customer support.
-Guide team to perform analytical deep dives to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
-Provide Ops team with a holistic view of performance and identify the levers which will drive performance improvements
-Lead quality improvement projects to meet performance targets and drive continuous improvement
-Initiate robust mechanism on robust quality improvements and training processes, as well in the definition of quality goals
-Drive to the development of Quality metrics reporting systems for all business lines including shadow metrics
Individual
-Goal driven and able to not only dive deep, but also to step back and look at the whole picture
-Negotiation and influencing skills; able to listen to and persuade others based on sound logic
-Professional approach to working with colleagues across different departments, countries, at all levels, in both distributed and local teams
-Demonstrated ability to meet deadlines while managing multiple projects and prioritize work
-Results orientated with a bias for action, taking responsibility and owning delivery
-Excellent written and oral communication skills including an ability to communicate with senior managers in the organization
-Motivated to work on own initiative
Key job responsibilities
-Manage a team remotely across multi-business lines' Quality Assurance for Mandarin, Japanese, Korean, English customer support.
-Guide team to perform analytical deep dives to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
-Provide Ops team with a holistic view of performance and identify the levers which will drive performance improvements
-Lead quality improvement projects to meet performance targets and drive continuous improvement
-Initiate robust mechanism on robust quality improvements and training processes, as well in the definition of quality goals
-Drive to the development of Quality metrics reporting systems for all business lines including shadow metrics
BASIC QUALIFICATIONS
-Bachelor's degree
-2+ years of experience in Customer Service
-Successful track record in process improvements or operations, possibly in a CS environment
-Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word
-Full professional proficiency in Japanese.
PREFERRED QUALIFICATIONS
-Six Sigma Green Belt or Black Belt Certified -Experience with SQL and Amazon internal reporting systems