Quality Analyst, Amazon Business Customer Service (ABCS)
Quality Analyst, Amazon Business Customer Service (ABCS)
Posted on :
22-08-2025
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1 Vacancy
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Job Description
Amazon Business-to-Business (B2B)
Amazon BusinessABAmazon
Amazon BusinessAB CS
QA
Amazon BusinessAB CS
- HND21
- SDJ10
Amazon is building the most innovative Business-to-Business (B2B) marketplace in the world and we are recruiting to make this vision a reality.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (AB CS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally. AB CS is looking for Quality Analyst (QA) for Japan region who is obsessed with customers and promotes continuous improvement.
Department: Amazon Business Customer Service (AB CS)
Job: Operation
Location: Tokyo Shinagawa office (HND21) or Miyagi Sendai Sendai Office (SDJ10)
Key job responsibilities
-
-
-
-
-
-
-
- Monitor and report on quality metrics deep dive and identify trends/root causes for AB CS across generalist enterprise and Rosetta customers.
- Perform review of contacts from all channels to ensure adherence to quality assurance standards.
- Identify agent performance improvement opportunities through contact evaluations data analysis and provide feedback (observations and trends) to Customer Service Managers and the Training Specialist.
- Participate in QA calibrations and identify process improvement opportunities relating to contacts agent behavior and internal knowledge base gaps.
- Assist with QA ad hoc projects and create reports in a timely manner.
- Engage with various AB CS teams such as operations training communication change management to ensure the highest quality service delivery to AB customers.
- Being flexible with full-time schedule including shift assignments on weekends/evenings.
*There will be other tasks related to the role.
About the team
Amazon BusinessECAmazon
Amazon BusinessAB
Amazon Amazon Business is one of Amazons fastest growing businesses focused on enabling business customers to research discover and buy business industrial and scientific products in large catalogs. Our customers include individual professionals businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.
Amazon Business (AB) is one of Amazons fastest growing businesses and a top strategic opportunity to innovate on behalf of a new B2B Customer segment. Launched in the US in 2015 and now live in 9 countries Amazon Business serves 55 Fortune 100 companies 80% of the biggest US healthcare and educational systems 40% of the top 100 US local governments 80% of all cities in India 60K government and educational organizations in Europe and 90% of Japanese universities.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation visit
- 1
- Excel
-
- Professional experience by using Japanese and English (reading writing listening and speaking).
- 1 years of relevant experience in customer service or related industry.
- Experience of using Excel and Quality tools.
- Experience in owning improvement projects to remove defects.
-
-
-
- Business-to-Business (B2B)
- SQLAmazon QuickSight
-
-
-
-
- Bachelors Degree or equivalent in business or relevant work experience.
- Excellent time-management organizational and prioritization skills.
- Keen eye for detail and high level of accuracy.
- Previous work experience in a B2B domain.
- Experience with Data Analytics SQL and QuickSight.
- Effective communicator able to convey complex ideas in a clear concise manner both verbally and written.
- Detail-oriented analytical proactive approach to problem-solving and identification.
- Excited about working in a diverse group and contributing to an inclusive culture.
- Must be in good standing in current role and a blue badge employee. (For Internals)
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Amazon BusinessABAmazon
Amazon BusinessAB CS
QA
Amazon BusinessAB CS
- HND21
- SDJ10
Amazon is building the most innovative Business-to-Business (B2B) marketplace in the world and we are recruiting to make this vision a reality.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (AB CS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally. AB CS is looking for Quality Analyst (QA) for Japan region who is obsessed with customers and promotes continuous improvement.
Department: Amazon Business Customer Service (AB CS)
Job: Operation
Location: Tokyo Shinagawa office (HND21) or Miyagi Sendai Sendai Office (SDJ10)
Key job responsibilities
-
-
-
-
-
-
-
- Monitor and report on quality metrics deep dive and identify trends/root causes for AB CS across generalist enterprise and Rosetta customers.
- Perform review of contacts from all channels to ensure adherence to quality assurance standards.
- Identify agent performance improvement opportunities through contact evaluations data analysis and provide feedback (observations and trends) to Customer Service Managers and the Training Specialist.
- Participate in QA calibrations and identify process improvement opportunities relating to contacts agent behavior and internal knowledge base gaps.
- Assist with QA ad hoc projects and create reports in a timely manner.
- Engage with various AB CS teams such as operations training communication change management to ensure the highest quality service delivery to AB customers.
- Being flexible with full-time schedule including shift assignments on weekends/evenings.
*There will be other tasks related to the role.
About the team
Amazon BusinessECAmazon
Amazon BusinessAB
Amazon Amazon Business is one of Amazons fastest growing businesses focused on enabling business customers to research discover and buy business industrial and scientific products in large catalogs. Our customers include individual professionals businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.
Amazon Business (AB) is one of Amazons fastest growing businesses and a top strategic opportunity to innovate on behalf of a new B2B Customer segment. Launched in the US in 2015 and now live in 9 countries Amazon Business serves 55 Fortune 100 companies 80% of the biggest US healthcare and educational systems 40% of the top 100 US local governments 80% of all cities in India 60K government and educational organizations in Europe and 90% of Japanese universities.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation visit
- 1
- Excel
-
- Professional experience by using Japanese and English (reading writing listening and speaking).
- 1 years of relevant experience in customer service or related industry.
- Experience of using Excel and Quality tools.
- Experience in owning improvement projects to remove defects.
-
-
-
- Business-to-Business (B2B)
- SQLAmazon QuickSight
-
-
-
-
- Bachelors Degree or equivalent in business or relevant work experience.
- Excellent time-management organizational and prioritization skills.
- Keen eye for detail and high level of accuracy.
- Previous work experience in a B2B domain.
- Experience with Data Analytics SQL and QuickSight.
- Effective communicator able to convey complex ideas in a clear concise manner both verbally and written.
- Detail-oriented analytical proactive approach to problem-solving and identification.
- Excited about working in a diverse group and contributing to an inclusive culture.
- Must be in good standing in current role and a blue badge employee. (For Internals)
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
IC
Employment Type
Full-Time
Department / Functional Area
Key Skills
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