Quality Specialist, MAQ

Job description

The MENA Address Quality (MAQ) Team is seeking Quality Specialist who will serve as the first line of support for address resolution, geocode correction, LLM quality auditing, map validation, and other operational activities related to last-mile delivery optimization across the MENA region. Your contributions will have a direct and significant impact on our customers' delivery experience across UAE, Saudi Arabia, and Egypt.

This role demands quick learning and the ability to manage overlapping tasks across multiple programs simultaneously. You will have the opportunity to address high-impact production issues in real-time, requiring coordination among multiple stakeholders and operations groups across 3 countries, providing you with a broad perspective on the business.

Key job responsibilities

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, including through internal tools and systems.
• Identify patterns emerging from audits and contribute to process/program improvements.
• Provide timely responses to stakeholders on related tasks as per SOP and SLA.

Systematically escalate problems to relevant owners/teams according to processes.

• Maintain records of day-to-day work by updating trackers or workflow tools.
• Meet business metrics and goals, including SLA, productivity, quality, and utilization benchmarks.
• Understand performance metrics and leverage them to drive business goals.
• Work in a collaborative environment and contribute to the growth of the respective team/program.
• Develop a global perspective and understand the nuances of various geographies that Amazon operates in.
• Be flexible to work on multiple programs as per business requirements.

Weekly Off

• Rotational (5-day work week with 2 consecutive days off, which may change based on business requirements).
• WFO - This is a work from office role and candidates are expected to work from office from their assigned job location for number of days as decided by company/business policy.