Quality Auditor, Portuguese and English fluency

Description

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with sellers who offer their catalog of products on Amazons' global eCommerce platforms. The Seller Support team acts as the primary interface between Amazon and sellers. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Seller's needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.

The Seller Support Quality Auditor will create and execute quality audits aligned with the vision of creating the perfect Seller interaction. In this highly collaborative role, the Quality Auditor will establish quality standards and guidelines with consistent closed loop feedback mechanisms that drive improvements across Seller Support. As an advocate for the Seller, the Quality Auditor will create exceptional learning environments that will enhance our ability to provide a high level of support to our Sellers.

The ideal candidate will possess a balanced mix of quantitative, consultative, and facilitative/leadership skills. Will be an experienced in leading and facilitating efforts that have significantly improved processes, and training in fast-paced, ambiguous environments.

Key Responsibilities:

  • Prepare audit sampling, execute auditing and deliver findings to Operations, Training, and internal partner management teams.
  • Calibrate auditing processes between partner and internal teams
  • Must be able to verify, document, and communicate audit results, develop an audit report, and evaluate the effectiveness of corrective action and follow up.
  • Must be able to audit in a professional, ethical, and objective manner using and interpreting applicable standards or requirements, with an awareness of potential legal and financial ramifications
  • Excellent time-management skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks and priorities
  • Develop creative methods and process for improving core metrics based on audit findings
  • Ability to identify and articulate issues, translate them into business requirements and escalate issues appropriately
  • Proven analytical and problem solving skills with attention to details; process improvement skills
  • Demonstrated ability to lead and influence work of others
  • Address special projects as necessary and adapt to the changing requirements of the business
  • Ability to understand Seller's perspective and audit from their overall experience, not only the associates.

Basic Qualifications

  • 1-2+ years of auditing/quality monitoring experience related to the job, preferably in a quality process/documentation role supporting a customer service environment
  • Strong analytical skills that can be used to identify patterns, outliers and opportunities
  • Strong verbal and communication skills
  • Ability to manage the stress of the position (for example, deadline pressures and ambiguity)
  • Sound judgment and decision making skills
  • Fluent in Portuguese and English

Preferred Qualifications

  • Bachelor's degree or equivalent professional experience
  • Experience in a customer service environment, preferably in a call center or contact center
  • Ability to manage the stress of the position (for example, deadline pressures and ambiguity)
  • Sound judgment and decision making skills

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