Amazon Japan G. K.
Customer Service, amazon customer service
QualityAnalyst,AmazonBusinessCustomerService(ABCS)
“Quality Analyst, Amazon Business Customer Service (ABCS) at Amazon Japan G. K.. Skills: Quality analysis, Process improvement, Customer service. Analyze and report quality metrics. Identify trends and root causes”
What You'll Achieve.
Improve service quality; Ensure highest quality service
Industry & Context.
Root cause analysis; Problem-solving
Weekend shifts, Evening shifts
What They're Looking For.
Must Have
1+ years relevant experience, Japanese and English professional experience, Drive projects to improve operations, Use Excel and quality tools, Own improvement projects to remove defects
Nice to Have
Bachelor's Degree or equivalent, Data Analytics experience, SQL and QuickSight experience, B2B domain experience, Effective communicator, Detail-oriented, analytical, proactive, Work in diverse group, Blue badge employee
What You'll Do.
Analyze and report quality metrics
Identify trends and root causes
Review customer contacts
Ensure adherence to standards
Identify agent performance improvements
Provide feedback to managers
Participate in QA calibrations
Identify process improvement opportunities
Assist with QA ad hoc projects
Engage with AB CS teams
Ensure highest quality service delivery
How You'll Work.
Team & Collaboration
Customer Service Managers; Training Specialist; Operations teams; Training teams; Communication teams; Change management teams
Communication Scope
Provide feedback; Create reports; Convey complex ideas
Process & Methodology
Drive projects
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