**Quality Analyst , CAP

Position Overview

At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. CAP Quality Assurance (QA) team is looking for a candidate to support our team. Overall responsibility includes boosting the competencies of our employees by developing and conducting effective calibration and learning programs.

CAP Quality Team will work closely with Ops, Program and Front-line teams to define opportunities for optimizing quality and communication processes. This role requires the ability to work autonomously in a fast-paced environment, while adhering to tight deadlines. The ideal candidate must demonstrate strong analytical and communication skills, attention to detail, and a commitment to excellence.

Key Responsibilities

• Lead the Operation (external) and QA (internal) calibrations, and identify process improvement opportunities relating to contact handling, CSA behavior, and internal knowledge base gaps.
• Assist the QA Managers to generate the audit accuracy score for the store by performing super audits for the team.
• Maintain data and analysis through reports on Excel or other similar tools (as per business requirement).
• Work with the QA Managers to identify improvement opportunities by analyzing audit/quality data.
• Support policy audit to detect policy ambiguity and errors based on business need.
• Manage the entire life cycle of the onboarding program ensuring that each new Quality Analyst follows the appropriate training and document any wins/opportunities in learning curves.
• Conduct learning sessions on new processes and deliver various workshops as continuous learning.
• Effectively deliver structured/formal solutions (e.g. New-Hire and tenured QA communication courses) to evaluate CSA soft skills.
• Collaborate with leadership to build and manage a variety of learning and development programs (e.g. KNet course).
• Design, develop, and maintain high-quality and relevant learning and QA Org communication content to meet team needs.
• Ensure the learning content is fully up to date (e.g. covering policy changes) and fit for business purpose.
• Collaborate with QA Managers to monitor and measure training effectiveness.

Required Qualifications

• Proficiency in written and spoken English.
• Minimum of one year within Amazon – Essential.
• Minimum of one year within CAP – Essential.
• Excellent communication skills for knowledge transfer and skill development, including superior ability to explain technical topics to novices and collaborate with stakeholders.
• Experience in developing programs, implementing and assessing the accuracy of audit data.
• Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint) and LMS (Learning Management System).
• Excellent organization and interpersonal skills.

Preferred Qualifications

• Keen eye for detail and high level of accuracy.
• Self-starter who seeks out new tasks when work is complete.
• Ability to independently handle increasingly difficult tasks with confidence and composure.
• Relevant experience and/or professional qualification in Learning & Development and facilitation.
• Bachelor’s degree or significant college coursework, preferably in communications, education, or a related field, or equivalent experience.