Quality Analyst

2+ years of experience specializing in CTK/HRS preferred
- 2+ years of experience specializing in Chat/Voice process preferred
- Experience with multiple payroll and timekeeping systems (Kronos, ADP, and People Portal)
- Applied knowledge of measurement, dive deep, 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 in 24*7 environment

Job summary

“Many of the problems we face have no textbook solution, and so we-happily-invent new ones.” - Jeff Bezos
We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.

**About Amazon India**:
Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable various Amazon businesses, including Amazon websites across the world as well as support Payments, Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store. We are proud to have some of the finest talent and strong leaders with proven experience working to make Amazon the Earth’s most customer-centric company.
We will continue to strive to become a trusted and meaningful sales and logistics channel for retailers of all sizes across India and a fast, reliable and convenient online shopping destination for consumers. For us, it is always “Day 1” and we are committed to aggressively invest over the long-term and relentlessly focus on raising the bar for customer experience in India. Amazon India offers opportunities where you can dive right in, work with smart people on challenging problems and make an impact that contributes to the lives of millions. Join us so you can - Work Hard, Have Fun and Make History.

The role is responsible for adoption of standard work, systems, and learning within the defined regions. 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 in CTK programs to lead and influence adoption within Amazon.

**Key areas of responsibility**:

- Responsible to provide deep dive research and analysis for Employee services(CTK) Escalations.
- Analyze Accuracy issues, trends and do a Dive Deep analysis on the root cause. Provide weekly 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
- Partner with Programme Manager in all key transitions of CTK right from Day 1 and call out gaps in project documents if any and also build quality frame work right from Day 1 of launch
- 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, audit and quality, learning team and delivery to ensure high standards for frustration free experience
- Perform internal and external audit of data for accuracy and integrity
- Match findings with data information in the system for the right outcome
- Understand impacts of defects and how these will impact internal/external interfaces and teams
- Continually strive to improve efficiency and effectiveness of existing systems/process Communicate written analysis of dive deep results and information to leads and managers
- 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
- MBA or Master’s degree in relevant field
- 4+ Yrs. of Amazon experience along with 1 - 2 years of experience in Chat/Voice Process and 1 - 2 years of experience in CTK/HRS
- Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
- Ability to build relationships and influence others
- Excellent speaking-listening-writing skills