Quality Associate, LMAQ, Last Mile Analytics and Quality (LMAQ)

The Last Mile Analytics & Quality Team is seeking a Quality Associate who will serve as the first line of support for address resolution, geocode correction, map edits, driver support, static route management, and other operational activities related to the Transportation process and optimization. Your contributions will have a direct and significant impact on our customers' experience. This role demands quick learning and the ability to manage overlapping tasks, which are crucial to your success. You will have the opportunity to address high-impact production issues that often require coordination among multiple stakeholders and operations groups, providing you with a broad perspective on the business. Roles and Responsibilities: This includes, but is not limited to: • Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, including through internal tools and systems. • Investigate images/videos and provide recommended actions in accordance with SOPs. • Listen to customer calls, transcribing text from calls, emails, when necessary to resolve issues. • 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 pre-determined 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 contri BASIC QUALIFICATIONS - Bachelor's degree - Experience communicating with managers and associates at all levels - Speak, write, and read fluently in English, and have the ability to take direction in English PREFERRED QUALIFICATIONS - Experience with Microsoft Office products and applications

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.