QA and Training Specialist , Amazon Luxury Stores Job at ShopBop
• Bachelor’s degree or equivalent experience • At least 2 years of experience in instructional design experience, including familiarity with Articulate 360 tools • 2+ years training experience in an adult learning environment and knowledge of adult learning principles • Proficient skills in Word, Excel, SharePoint, and Outlook • Exceptional communication skills, including the ability to: • Flexibility with full-time schedule including shift assignments on weekends/evenings • Experience in carrying out all activities in the training cycle: design, delivery, evaluation
• Excellent time-management, organizational, and prioritization skills • Keen eye for detail and high level of accuracy • Aptitude to take on and execute special projects • Self-starter, seeks out new tasks when work is complete • Independently handle increasingly difficult tasks with confidence and composure 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, please visit https://www.amazon.jobs/en/disability/us.
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Job summary
Amazon Luxury Stores & Shopbop is looking for a Quality Assurance (QA) and Training Specialist to partner with the Customer Service Training Manager and Amazon Luxury Customer Service team to achieve explicit department goals through talent development, instructional design and quality assurance. The successful candidate will understand and use business metrics to summarize quality performance, identify solutions and assist the Training Manager in implementing necessary actions. The position requires a focus on details and prior experience working in a fast-paced, customer service environment.
Key job responsibilities
Amazon Luxury Stores & Shopbop is looking for a Quality Assurance (QA) and Training Specialist to partner with the Customer Service Training Manager and Amazon Luxury Customer Service team to achieve explicit department goals through talent development, instructional design and quality assurance. The successful candidate will understand and use business metrics to summarize quality performance, identify solutions and assist the Training Manager in implementing necessary actions. The position requires a focus on details and prior experience working in a fast-paced, customer service environment.
Key job responsibilities
- Support the Amazon Luxury customer service team through training development and quality assurance reviews.
- Monitor and report on quality metrics, deep dive and identify trends/root causes
- Assist in identifying the levers which will drive improvements
- Perform review of contacts from all channels to ensure adherence to quality assurance standards
- Identify agent performance improvement opportunities through contact evaluations and provide feedback (observations and trends) to Customer Service Managers, Amazon Luxury leadership, and the Training Manager
- Work with the Training Manager to identify performance improvement opportunities by analyzing quality data and coaching documentation
- Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior and internal knowledge base gaps
- Align hiring and development needs with organizations strategic goals
- Collaborate with leadership to build and manage a variety of learning and development programs and offerings
- Design, develop, and maintain high-quality and relevant training content to meet team needs
- Act as a subject matter expert for onboarding and development
• Excellent time-management, organizational, and prioritization skills • Keen eye for detail and high level of accuracy • Aptitude to take on and execute special projects • Self-starter, seeks out new tasks when work is complete • Independently handle increasingly difficult tasks with confidence and composure 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, please visit https://www.amazon.jobs/en/disability/us.
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.