Quality Assurance specialist (German/English)

We're a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.

When Amazon.com launched in 1995, it was with the mission “to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.” This goal continues today, but Amazon’s customers are worldwide now, and have grown to include millions of Consumers, Sellers, Content Creators, and Developers & Enterprises. Each of these groups has different needs, and we always work to meet those needs, innovating new solutions to make things easier, faster, better, and more cost-effective. 

Since opening our virtual doors in 1995, Amazon has been pushing the boundaries of possible further and further.

Our entire business works hard to delight our customers – from the second an order is placed online, to the seamless coordination of that order behind the scenes, we strive to stay agile, fluid and intentional. This can be described in one of our core Leadership Principles, which is Bias for Action. This means that our teams’ band together, roll up their sleeves, and are not content with just standing still. We are aiming to become the most customer-centric company on Earth.

Job ID: 1347718 | Amazon Deutschland Servcs GmbH

At Amazon we're aiming to be the most customer-centric company on Earth. To get there, we need unusually talented, skilled, and focused person who can contribute to take our Customer Service to the next level. As part of Amazon's mission to be the most customer-centric company, we are looking for the right person to enable us to continue to improve our Customer Service. The role is to be the Voice of Customer centricity, analyzing the journey of a customer and understanding areas for improvement.

Amazon's Customer Service department is seeking a Quality Assurance Specialist fluent in German and English. The ideal candidate will be comfortable in a ever-growing, multi-tasked environment, is tech-skilled and a creative and analytical problem solver with an obsession for high-quality customer service. The QA Specialist will work within an EU Quality team, supervise a small team of fellow QA specialists and be responsible for promoting quality to improve and preserve the highest standards of service; understand the business metrics; support the Customer Service team through recommendations and projects that encourage continuous improvement. The QA role should be setting the benchmark for standards we expect to promote a stronger customer experience.

The role can be either located in Berlin or Regensburg, DE.

• Monitor and report quality metrics, identify trends and root causes
• Provide a holistic view of customer performance and identify the levers which will define improvements
• Liaise with EU Customer Service teams to coordinate customer and performance improvements
• Own and direct through improvement initiatives to implementation
• Support/ consult with the necessary functions to ensure new policies/processes are effectively scoped and rolled out with measurable results against key metrics
• Assist in the development of robust quality improvement coaching and training processes to promote continuous improvement
• Language quality assurance of content provided by different departments including translation reviews from outsourcing companies
• Leadership of a team of 2 to 4 QA specialists

• Fluency in German and English
• Several years of professional experience in customer service, for example in an operational or quality assurance (QA) role.
• Analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.
• Collaborative working across multiple sites (onshore and offshore) and multiple disciplines
• Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams
• Analytical, with a proven ability to analyze various data sources and identify root cause/drivers of performance
• Bias for action, takes responsibility/ownership and delivers
• Builds lasting and effective relationships which focus on the customer
• Flexibility in approach to work and focused

PREFERRED QUALIFICATIONS

• Practiced working knowledge of Six Sigma tools and Lean techniques.
• Leadership experience