Join our Last Mile Analytics & Quality Team as a Transportation Quality Specialist. In this vital role, you'll provide essential first-level support for our Last Mile team, addressing operational challenges across multiple transportation services. Your solutions will directly enhance our customer experience. Success in this position hinges on your rapid learning ability and capacity to manage diverse and interconnected tasks efficiently. You will have the opportunity to collaborate with various teams on high-impact production issues, gaining broad exposure.

The ideal candidate is highly detail-oriented, possesses excellent verbal and written communication abilities, and demonstrates strong organizational skills. The role requires the ability to manage multiple priorities simultaneously, work autonomously, and maintain composure under pressure. Proactive problem identification and the implementation of solutions to prevent outages are key. Sound judgment and a commitment to improving customer experience are paramount.

Your responsibilities will include:

- Ensuring fluency in Brazilian Portuguese. - Performing manual audits according to Standard Operating Procedures (SOPs) to resolve outliers and exceptions, which may involve call listening and transcribing text from various communication channels. - Identifying emerging patterns within audits to contribute to process and program enhancements. - Providing timely responses to stakeholders, adhering to SOPs and Service Level Agreements (SLAs). - Systematically escalating issues to the appropriate owners or teams. - Maintaining accurate daily work records using trackers and workflow tools. - Meeting business objectives, including SLA, productivity, quality, and utilization benchmarks. - Understanding performance metrics to drive business goals effectively. - Collaborating within a team environment to foster program growth. - Developing a global perspective by understanding the nuances of Amazon's diverse operating geographies.

We are seeking candidates with the following qualifications:

- Bachelor's degree. - Fluency in Brazilian Portuguese (minimum CEFR B2+). - 10-24 months of relevant work experience. - Strong communication skills, enabling seamless translation of information between Brazilian Portuguese and English for internal and external teams. - Proficiency in Microsoft Excel, including pivot tables and VLOOKUP functions. - Proven ability to work effectively within a team in a dynamic environment.

Preferred qualifications include experience in analyzing basic case-level inputs, identifying problem predictors, and implementing case-level corrections to improve delivery and customer experience. The ability to identify opportunities and collaborate with cross-functional resources for efficiency analyses is also valuable.