Process Expert, Amazon
DESCRIPTION
***Candidates should be on an L4 position to apply for this job.
The primary responsibility of this role is - under general supervision perform variety of tasks related to content for the video catalog quality. This could involve tasks such as checking and/or fixing Metadata, perform quality checks on content, validating image quality, perform checks to qualify user experience for content viewing on the TV and related tasks. The associate will require using of software and /or tools for fix up and capture data on a daily basis. The tasks will be primarily repetitive in nature and will require the individual to make judgment-based decisions keeping in mind the guidelines provided in the Standard operating procedure. The individual will also need to be able to raise a flag depending on the situation, example- functionality of the tool.
IMPORTANT: This is not a remote position, you are required to work on site. Open to Costa Rica applicant expected to work from the SJO19 Site in American Free Zone.
***Candidates should be on an L4 position to apply for this job.
Key job responsibilities
Provide end to end support for optimization of task related to day to day operations, team productivity, customer experience and workforce metrics
Work with the team to identify and implement solutions and pilots to drive process efficiencies & business goals
Proactively gather, analyze, and share data with management to influence business decisions
Analyze defects and develops programs that fix root causes, escalating when required to drive closure
Coach & develop the team based on learnings and process improvement opportunities.
Work closely with tech teams to get all internal tool related issues escalated and resolved
Exhibit & drive a culture of putting CUSTOMERS first
Ensure timely response to all escalations
Internal job description
Candidates should be on an L4 position to apply for this job.
For internal candidates, please keep in mind that Prime Video - Digiflex will be adhering to full-week RTO on Jan 2025.
BASIC QUALIFICATIONS
- 1+ years of program or project management experience
- Knowledge of SQL and Advanced Excel (Array and Statistical formulas)
- Experience using data to influence business decisions
PREFERRED QUALIFICATIONS
- Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts
- Knowledge of visualization tools such as Tableau, Datazen, SSRS
- Experience back office operations, escalation management and troubleshooting environments