Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Account Health Support (AHS) Specialist within the AHS team acts as the primary interface between Amazon and our Selling partners. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict Sellers' needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

The AHS Quality Auditor will execute quality assurance audits from AHS Specialists aligned with the vision of creating the perfect customer interaction as well as seller experience. The Quality Auditor should be flexible, detail-oriented, and skilled at working with internal customers. As an advocate for our customers, the Quality Auditor will help develop an environment that enhances our ability to provide a high level of support for Amazon Selling Partners.

Key job responsibilities

• Executing the transaction quality measurement framework for AHS Specialists serving multiple sites.
• Perform audits of internal administration against plan, policy, service level agreements, and any regulatory requirements.
• Audit in a professional, ethical, and objective manner of contacts to ensure adherence to quality audit standards.
• Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs.
• Display decision making aptitude based on audit guidelines and in ambiguous contexts.
• Identify root cause of defects and process improvement opportunities to enhance process efficiency, quality and Seller experience.
• Participate in calibrations and calibrate to quality outcomes.
• Ability to analyze and identify patterns in large data sets.

BASIC QUALIFICATIONS

• 2+ years of customer service or business operations experience or 1 year working as an Account Health Support Specialist.
• Business proficient fluency in both written and verbal in German, Italian, French, Mandarin, Japanese, Turkish, Arabic, Hindi, Swedish, Hebrew, Polish or  Dutch and English languages.
• Demonstrated excellent time-management, organizational and prioritization skills as well as eye for detail with high level of accuracy.
• Demonstrated ability to successfully deal with ambiguity.
• Demonstrated ability to work independently with sound judgment and decision making.
• Demonstrated strong written and verbal communication skills; including the ability to comfortably engage with internal and external stakeholders to convey complex ideas in a clear, concise manner.
• Flexible to work in a virtual environment.

PREFERRED QUALIFICATIONS

• Additional language fluency (specifically in Spanish, German, Italian, French, Mandarin, Japanese, Turkish, Arabic, Hindi, Swedish, Hebrew, Polish and Dutch).
• Auditing/quality monitoring experience, preferably in a quality process role supporting a contact center environment.
• Demonstrated strong analytical skills; including the ability to find, interpret, and make recommendations based on available data.
• Demonstrated detail-oriented, analytical, proactive approach to identification and problem-solving.
• Demonstrated ability to drive customer service quality improvement initiatives.
• Self-starter, seeks out new tasks when work is complete. Aptitude to take on and execute special projects.