Quality Review Specialist, NA DSP Performance Ops Team (Fulfillment & Operations)

Quality Review Specialist, NA DSP Performance Ops Team Job ID: 10402106 | Amazon.com Services LLC The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization to provide operational, case management, and investigation support. Partners include Delivery Feedback and Insights, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ. Key Job Responsibilities Completes quality reviews for various complex work streams. Adheres to Standard Operating Procedures (SOPs) for case handling while leveraging multiple Amazon tools to complete complicated, high‑judgement investigations and decision‑making. Evaluates root cause and performs data analysis to identify opportunities for process improvement. Escalates trends in issues or pain points occurring within the process. Surface pain points and solve key problems. Participates in ongoing projects related to SOP improvements, training efforts, and tech implementation. Presents operational call‑outs to leadership during business reviews. Contributes to ongoing process improvement projects as outlined by stakeholders, managers, or self‑identified initiatives. Monitors safety, quality, productivity, and customer expectations. Partners with cross‑functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful. Think Big across the Last Mile space, delivering holistic, scalable solutions. A Day in the Life The primary task of the Quality Specialist is to review the casework of Operations Specialists, ensuring that casework adheres to the standard operating procedure. The Quality Specialist provides feedback about best practices to prevent repeat of errors. Quality Specialists are very familiar with standard operating procedures and regularly identify and suggest improvements to SOPs with the intent of clarifying expectations for all stakeholders. Quality specialists also identify real‑time trends in the casework and communicate the 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 2+ years of Amazon (blue badge/FTE) experience, or Bachelor's degree in management, business administration, economics, engineering, or marketing. Experience with Microsoft Office tools such as Word, Excel, Outlook, and OneNote. Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays. Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end‑to‑end project management. Experience using Salesforce or other CRM tools. Preferred Qualifications 2+ years of performance metrics, process improvement, or lean techniques experience. Experience with operations, risk, fraud investigations, etc. Knowledge of basic Excel functions (e.g., UX navigation, math & logical functions, lookup functions). Experience with Salesforce or JIRA, or experience in agile/scrum or related collaborative workflow. 2+ years of work experience involving DSPs, DA's, and/or Last Mile Operations. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. #J-18808-Ljbffr