SPS Quality Auditor [Chinese], SPS Quality Programs
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Description
Amazon 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 continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers, Amazon engages with Sellers, Vendors, and Brand Owners who offer their catalog of products on Amazon's global eCommerce platforms. The Partner Support and Solutions team acts as the primary interface for this customer group. We obsess over the provision of world-class support, technical assistance, and account management services to our global partners. We strive to predict our customers' needs, create innovative self-help tools, and provide solutions to help them better serve their own customers and grow their businesses.
The Quality Auditor will execute quality audits aligned with the vision of creating the perfect customer interaction as well as seller experience. The auditor should be flexible, detail-oriented, and skilled at working with internal customers. As an advocate for our customers, the auditor will help develop an environment that enhances our ability to provide a high level of support.
Key job responsibilities
* Execute the transaction quality measurement framework for SPS associates serving multiple geographies and channels.
* Audit contacts professionally, ethically, and objectively to ensure adherence to quality standards.
* Accurately perform auditing tasks promptly to meet programmatic and operational needs.
* Make decisions based on audit guidelines, even in ambiguous situations.
* Identify root causes of defects and opportunities for process improvement to enhance process efficiency, quality, and seller experience.
* Participate in calibrations and align with quality outcomes.
* Analyze large data sets to identify patterns.
Basic Qualifications
* 2+ years of customer service or business operations experience.
* Excellent time management, organizational, and prioritization skills with high accuracy.
* Ability to handle ambiguity effectively.
* Ability to work independently with sound judgment.
* Strong written and verbal communication skills; able to convey complex ideas clearly to internal and external stakeholders.
* Flexible to work any shift.
* Proficient in Chinese and English.
Preferred Qualifications
* Additional language skills (Spanish, Portuguese, German, Italian, French, Japanese, Turkish, Arabic, Dutch).
* Experience in auditing or quality monitoring, especially in contact center environments.
* Strong analytical skills for interpreting data and making recommendations.
* Proactive, detail-oriented problem solver.
* Experience in driving customer service quality initiatives.
* Self-starter with the ability to undertake special projects.
If you need workplace accommodations during the application or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations.
Company: Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch
Job ID: A3019052
Seniority level
Not Applicable
Employment type
Full-time
Job function
Administrative
Industries
Software Development
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