Quality Analyst II, Flex Investigations and Offboarding

Job description

Amazon Flex Investigation and Offboarding (Flex I&O) is looking for a Quality Analyst to join our team. The Flex I&O team's mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense. This pivotal role involves meticulously auditing cases for the Flex I&O team, ensuring compliance is not only achieved but consistently maintained at the highest standards.

Quality Analysts function as subject matter experts who use their auditing skills to identify both positive and negative trends and propose solutions and improvements for the Flex I&O team to leverage. The ideal candidate will embody a relentless commitment to raising the quality and performance bar, demonstrating an appropriate sense of urgency and adaptability in response to evolving business needs.

Key job responsibilities

• Conduct thorough audits of Flex I&O cases to ensure stringent compliance and uphold high standards across all queues and markets
• Identify both positive and negative trends through expert analysis, proposing solutions and improvements to enhance team performance and quality
• Develop and deliver audit reports highlighting compliance rates, risk areas, and actionable recommendations
• Maintain an unwavering focus on detail and exhibit self-motivation in all tasks
• Adapt swiftly to changing business dynamics while maintaining high-quality output
• Collaborate effectively with Team Managers, Operations Managers, and stakeholders, leveraging strong interpersonal skills to drive continuous improvement
• Participate in calibration sessions to ensure consistent audit scoring across the team
• Ensure compliance with Flex/SLS policies, regulatory requirements, and established procedures across all markets