Quality Analyst, D2AS OCP

Amazon's Offensive Content and Privacy (OCP) team's vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon's digital and device ecosystem. The OCP team is looking for an experienced Quality Analyst who is passionate about delivering exceptional customer experiences, both proactively and reactively, to prevent and/or recover a suboptimal experience.

The Quality Analyst will be responsible for conducting quality audits to ensure the cases/reviews are handled as per the SOP without any deviations as well as developing and delivering refreshers. This role also involves analyzing training needs, creating training materials, assessing the effectiveness of refreshers, and performing regular quality audits to identify areas for improvement.

A successful candidate will be comfortable working with flexible processes with ambiguity in a fast-paced environment. You will have experience managing challenging projects across various stakeholders to completion, including problem definition and solution ideation. This role requires a strong understanding of regulatory requirements, different needs of customers, excellent communication skills, and the ability to work collaboratively across departments including multiple business and tech teams.

Key job responsibilities

• Plan and conduct regular quality audits to ensure compliance with company policies, procedures, and other regulations
• Document and report audit findings, providing recommendations for corrective actions and process improvements
• Collaborate with various stakeholders to ensure training and audit processes align with overall business objectives
• Monitor and analyze audit results to identify trends and areas for continuous improvement
• Maintain accurate and organized records of training activities and audit results
• Stay updated on industry best practices, regulatory changes, and emerging trends in training and quality auditing
• Manage workload to achieve individual productivity and quality standards
• Develop and deliver comprehensive refreshers to ensure the Specialists in the team are updated and competent in their roles

Basic Qualifications

• Bachelor's degree in Business, Education, Quality Management, or a related field
• Strong knowledge of training methodologies and adult learning principles
• Familiarity with quality management systems and audit procedures
• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Attention to detail and a high level of accuracy
• Proficiency in using training software and tools, as well as Microsoft Office Suite
• Ability to work independently and as part of a team
• Experience delivering against throughput-based metrics with high quality results
• Proven ability in critical thinking and troubleshooting technical issues
• Ability to work flexible shifts including night shifts/weekends

Preferred Qualifications

• Minimum of 2 years of experience in training development and quality auditing
• D2AS OCP experience is preferred
• Strong interpersonal and communication skills, while working with varying audiences (e.g. customers, support teams, and technical engineers/developers)
• Experience working with Microsoft Excel, Tableau, Heartbeat, and/or SQL
• Can adapt well to changing circumstances, direction, and strategy
• Proven experience dealing with ambiguity and ability to work autonomously
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously and succeed in a fast-paced support environment