CAP Quality Analyst
About CAP -Quality Analyst team
CAP Quality Team will work closely with Ops, Program and Front-line teams to define opportunities for optimizing
the quality and communication processes. This role requires the ability to work autonomously in a fast-paced
environment, while adhering to tight deadlines. The ability to multitask and prioritize is essential as you will be
managing multiple tasks in parallel. The ideal candidate must demonstrate strong analytical & communication
skills, attention to details, and a commitment to excellence.
Location: PUNE, MH, IND
Description
At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need exceptionally
talented, bright, and driven people. CAP Quality Assurance (QA) team is looking for a to support our team. Overall
responsibility includes boosting the competencies of our employees by developing and conducting effective
calibration and learning programs. You will be responsible for the development of audit accuracy initiatives and
delivering structured/formal learning. You will develop your audience through a range of learning methodologies
including instructor led and remote sessions, and facilitation across an array of internal and external calibration
sessions.
Key job responsibilities
• Lead the Operation (external) and QA (internal) calibrations, and identify process improvement opportunities
relating to contact handling, CSA behavior, and internal knowledge base gaps
• Assist the QA Managers to generate the audit accuracy score for the store by performing super audits for the
team
• Maintaining data and analysis through reports on Excel or other similar tools (as per business requirement)
• Work with the QA Managers to identify improvement opportunities by analyzing audit/quality data
• Support policy audit to detect policy ambiguity and errors based on business need
• Manage the entire life cycle of the onboarding program ensuring that each new Quality Analyst follows the
appropriate training and document any wins/opportunities in learning curves
• Conducting learning session on new process. Deliver various workshops as continuous learning
• Effective delivery of structured/formal solutions e.g. New-Hire and tenured QA, communication courses enabled
QA to evaluate CSA soft skills
• Collaborate with leadership to build and manage a variety of learning and development programs (e.g. KNet
course)
• Design, develop, and maintain high-quality and relevant learning and QA Org communication content to meet
team needs
• Ensure the appropriate learning content is fully up to date (e.g. covering policy changes) and fit for business
purpose
• Collaborate with QA Managers to monitor and measure training effectiveness
Basic Qualifications
Proficiency in written and spoken English
Essential Excellent communication skills for the purpose of knowledge transfer and skill development,
including superior skill in explaining technical topics to novices and collaborating with other stakeholders
Experience in developing programs, implementing and assessing accuracy of audit data
Competent user level of Microsoft Office tools (Word, Excel and PowerPoint) and LMS (learning management
system) Excellent organization & interpersonal skills
Preferred Qualifications
Keen eye for detail and high level of accuracy
Self-starter, seeks out new tasks when work is complete
Independently handle increasingly difficult tasks with confidence and composure
Relevant experience and/or professional qualification in Learning & Development, and facilitation
Bachelor’s degree or significant college course work, preferably in a communication, education or related field
or equivalent experience
Employee Value Proposition:
Quality Analyst -CAP – Key facts:
Overall responsibility includes boosting the competencies of our employees by developing and
conducting effective calibration and learning programs. You will be responsible for the development
of audit accuracy initiatives and delivering structured/formal learning. You will develop your
audience through a range of learning methodologies including instructor led and remote sessions,
and facilitation across an array of internal and external calibration sessions.
Key goals of Quality Analyst in CAP:
Lead the Operation (external) and QA (internal) calibrations, and identify process improvement
opportunities relating to contact handling, CSA behavior, and internal knowledge base gaps
• Assist the QA Managers to generate the audit accuracy score for the store by performing super
audits for the team.
Collaborate with leadership to build and manage a variety of learning and development programs
(e.g. KN et course)
Why is this an interesting role?
The QA (Quality Assurance) role is interesting because it involves ensuring that the team strives to provide
detailed insights. It offers the opportunity to identify and solve problems, collaborate with diverse teams, and
contribute to the overall improvement of Product, Program and Ops teams. Additionally, QA get to work with
different tools and constantly learn new skills.
What new experiences will the candidate learn?
The candidate will acquire diverse experiences with orchestration of large-scale events, stakeholder
engagement with various business & tech teams, adept incident management, proficient project
management, managing large datasets and engage in development of tools, automations and dashboards.
This multifaceted role offers a unique opportunity for the candidate to cultivate broad spectrum of skills &
knowledge within a dynamic and challenging landscape.
What are the key skills the Quality Analyst in CAP needs?
o Stakeholder & adept project management.
o Good awareness of Japanese culture.
o Proficiency in data analysis through Excel, SQL.
o Bachelor’s Degree or previous experience working with Amazon.
o Strong communication skills both verbal & written are essential for effective collaboration with
business and tech teams.
Key capabilities for Quality Analyst in CAP:
Personal qualities:
Proficient in English. Candidate must demonstrate language proficiency in all the following writing, reading
and comprehension.
One should be able to perform data analysis using Excel, SQL & Python and presenting actionable insights to
leaders & stakeholders for informed decision-making.
One should be able to provide detailed analysis through audit form and bridge the process gaps if any.
Profile: What should an ideal candidate look like?
An ideal candidate should have excellent communication skills and should be able to demonstrate problem solving
capabilities process optimization and should possess strong analytical skills with an ability to make data-driven
decisions to continuously improve processes. The candidate should possess good leadership skills with an ability to
effectively convey information, influence stakeholders and resolve conflicts. Candidate should be adaptable to
handle changing priorities, unforeseen challenges and dynamic environments
A proactive and results-oriented mindset with a focus on achieving operational excellence and team’s success
