Quality Review Specialist, NA DSP Performance Ops Team
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Job Location:
Nashville, IN - USA
Yearly Salary:
$ 35000 - 71400
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
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. We provide these programs with operational case management and investigation support. Partners include but are not limited to: Delivery Feedback and Insights Service Level Standards (SLS) Scorecard On Road Conduct & Safety (ORCAS) DSP Relations High Severity Incidents and LMAQ.
The DSP Performance Ops team is seeking a talented Performance Ops Specialist to join our team! For this role the primary function will be as a Quality Review Specialist. As an Individual Contributor the Quality Review Specialist is an integral part of our team completing quality reviews performing high judgement investigations and research. These functions inform decision making and appropriate actions for the various programs we support while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team allowing us to better support our customers.
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 performing 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.
- Participate in ongoing projects related to SOP improvements training efforts and tech implementation
- Presents operational call-outs to leadership during business reviews
- Contribute 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
- Thinks 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 operation 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.
- 2 years of Amazon (blue badge/FTE) experience or Bachelors degree in management business administration economics engineering marketing
- Experience with Microsoft office tools like 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
- 2 years of performance metrics process improvement or lean techniques experience
- Experience with operations risk fraud investigations etc.
- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)
- Experience with Salesforce or JIRA or experience in agile/scrum or related collaborative workflow
- - 2 years work experience involving DSPs DAs 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35000/year in our lowest geographic market up to $71400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
The DSP Performance Ops team is seeking a talented Performance Ops Specialist to join our team! For this role the primary function will be as a Quality Review Specialist. As an Individual Contributor the Quality Review Specialist is an integral part of our team completing quality reviews performing high judgement investigations and research. These functions inform decision making and appropriate actions for the various programs we support while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team allowing us to better support our customers.
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 performing 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.
- Participate in ongoing projects related to SOP improvements training efforts and tech implementation
- Presents operational call-outs to leadership during business reviews
- Contribute 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
- Thinks 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 operation 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.
- 2 years of Amazon (blue badge/FTE) experience or Bachelors degree in management business administration economics engineering marketing
- Experience with Microsoft office tools like 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
- 2 years of performance metrics process improvement or lean techniques experience
- Experience with operations risk fraud investigations etc.
- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)
- Experience with Salesforce or JIRA or experience in agile/scrum or related collaborative workflow
- - 2 years work experience involving DSPs DAs 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35000/year in our lowest geographic market up to $71400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
IC
Key Skills
- Quality Assurance
- FDA Regulations
- Data Collection
- Food Safety Experience
- ISO 9001
- Mobile Devices
- Root cause Analysis
- Quality Systems
- OSHA
- Food Processing
- Quality Management
- cGMP
About Company
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