Quality Review Specialist, NA DSP Performance Ops Team

Job Opportunity : Performance Ops Specialist

The NA Delivery Service Partner (DSP) Performance Org is dedicated to enhancing the customer experience and delivery quality for the DSP network, while safeguarding the overall health of the network and mitigating risks to Amazon. This team collaborates with various programs across the Delivery Service Partner and Last Mile organization, offering operational, case management, and investigation support. They are looking for a talented Performance Ops Specialist to join their team. The primary role will be as a Quality Review Specialist, responsible for conducting quality reviews, performing high-judgment investigations, and research. These functions inform decision-making and appropriate actions for the various programs they support, while developing and implementing innovative solutions to optimize team performance and better support customers.

Key responsibilities include :

• Completing quality reviews for various complex work streams.
• Adhering to Standard Operating Procedures (SOPs) for case handling, leveraging multiple Amazon tools for complicated, high-judgment investigations and decision-making.
• Evaluating root cause and performing data analysis to identify opportunities for process improvement.
• Escalating trends in issues or pain points occurring within the process.
• Surface pain points and solve key problems.
• Participating in ongoing projects related to SOP improvements, training efforts, and tech implementation.
• Presenting operational call-outs to leadership during business reviews.
• Contributing to ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives.
• Monitoring safety, quality, productivity, and customer expectations.
• Partnering with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful.
• Thinking big across the Last Mile space, delivering holistic, scalable solutions.

A day in the life of the Quality Specialist involves reviewing the casework of Operations Specialists, ensuring adherence to standard operation procedures, providing feedback on best practices to prevent errors, and identifying and suggesting improvements to SOPs. Quality specialists also identify real-time trends in the casework and communicate this information to their lead or manager. During times of increased case volume, quality specialists may be assigned to work cases to avoid backlog or missed SLAs.

Basic qualifications include :

Preferred qualifications include :

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,000 / year in our lowest geographic market up to $71,400 / year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits.