Bachelor's Degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike) 6 months of experience in a Screening Services Delivery team 1+ years of HR Services Experience Must be complying with quality and productivity standards as applicable to the team you currently belong to.
Excellent verbal and written communication skills.
Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint
Job summary
Amazon, a Fortune 500 company is the global leader in e-commerce.
Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers.
At Amazon, we strive to be Earth's most customer-centric company, where customers can find and discover virtually anything they want to buy online.
We hire the world's brightest minds and offer them an environment in which they can relentlessly improve the experience for our customers.
We want you to help share and shape our mission to be Earth's most customer-centric company.
Amazon HR Services Delivery team in San Jose is looking for a Quality Auditor who will be driving and monitoring key quality deliverables for Employee Life Cycle activities for NA and LATAM based personnel.
The primary responsibility of this role is to conduct quality reviews of case work and provide feedback to Process Leads, Managers and Associates.
This review will aim to improve team's performance by providing clear expectations, guidelines and consistency by creating standard work thus delighting the end customer.
A secondary area of focus will be reviewing quality data for trends and other team performance related metrics to enhance continuous improvement, streamlining operational inefficiencies, and identify resource gaps.
The Auditor will be able to provide feedback on cases in order to support Associates in their development.
Quality Auditors should create a supportive relationship with their team, raise the bar for our customers and promote a culture of ownership.
Success of the role is measured via customer feedback channels (HMD) and improvement in quality performance.
Roles and Responsibilities:
- Subject matter expert (SME) on specific employee life cycle quality processes & methodologies.
- Support process/system improvement based on ongoing trends/gaps identified through quality review and other team performance related metrics.
- Helps assimilation of daily routines and practices in the teams.
- Coordinates ad-hoc operational reports, status updates & proposals on a need basis.
- Collaborates with others in QA on best practices/knowledge sharing and coaching styles.
- Contributes to a positive team environment by:
- Proactively aiding teammates with difficult customer contacts/cases (as applicable)
- Demonstrating effective communication and cooperation with other team members (including other teams)
- Previous QA Experience.
- Language proficiency in addition to English and Spanish.
- Coaching and Mentoring Experience.
- PHR, GPHR, or SPHR certification.
- Reporting and analytics Experience.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
- Strong attention to detail and organizational skills.
- Ability to push back, foresee potential issues, and advocate for relentless improvement.
- Ability to effectively motivate small groups