Amazon is building the most innovative Business-to-Business (B2B) marketplace in the world, and we are recruiting to make this vision a reality.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (AB CS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally. AB CS is looking for Quality Analyst (QA) for Japan region who is obsessed with customers and promotes continuous improvement.
• Department: Amazon Business Customer Service (AB CS)
• Job: Operation
• Location: Tokyo, Shinagawa office (HND21) or Miyagi, Sendai Sendai Office (SDJ10)
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- Monitor and report on quality metrics, deep dive and identify trends/root causes for AB CS across generalist, enterprise and Rosetta customers.
- Perform review of contacts from all channels to ensure adherence to quality assurance standards.
- Identify agent performance improvement opportunities through contact evaluations, data analysis and provide feedback (observations and trends) to Customer Service Managers and the Training Specialist.
- Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior and internal knowledge base gaps.
- Assist with QA ad hoc projects and create reports in a timely manner.
- Engage with various AB CS teams such as operations, training, communication, change management to ensure the highest quality service delivery to AB customers.
- Being flexible with full-time schedule including shift assignments on weekends/evenings.
Amazon Business is one of Amazon's fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.
Amazon Business (AB) is one of Amazon's fastest growing businesses and a top, strategic opportunity to innovate on behalf of a new B2B Customer segment. Launched in the US in 2015 and now live in 9 countries, Amazon Business serves 55 Fortune 100 companies, 80% of the biggest US healthcare and educational systems, 40% of the top 100 US local governments, 80% of all cities in India, 60K+ government and educational organizations in Europe, and 90% of Japanese universities.
• Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/disability/jp
BASIC QUALIFICATIONS
- 日本語と英語を使用した専門的な経験(読み書き,聞き取り,会話).
- 顧客サービスまたは関連業界で 1年以上 の関連経験.
- 運営とサポート関連プロセスの改善を目的としたプロジェクトを主導した経験.
- Excelおよび品質ツールを使用した経験.
- 欠陥を除去するための改善プロジェクトを主導した経験.
- Professional experience by using Japanese and English (reading, writing, listening and speaking).
- 1+ years of relevant experience in customer service or related industry.
- Experience driving projects to improve operations and support-related processes
- Experience of using Excel and Quality tools.
- Experience in owning improvement projects to remove defects.
- Bachelor's Degree or equivalent in business or relevant work experience.
- Excellent time-management, organizational, and prioritization skills.
- Keen eye for detail and high level of accuracy.
- Previous work experience in a B2B domain.
- Experience with Data Analytics, SQL and QuickSight.
- Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and written.
- Detail-oriented, analytical, proactive approach to problem-solving and identification.
- Excited about working in a diverse group and contributing to an inclusive culture.
- Must be in good standing in current role, and a blue badge employee. (For Internals)
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Job ID: 85704899
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