Quality Specialist -Portuguese

The Last Mile Analytics & Quality Team is looking for a Transportation Quality Specialist who will act as the first level support for the Last Mile team, handling multiple transportation services and operational issues related to transportation process and optimization.
Your solutions will impact our customers directly! This role requires you to be proactive, quick to learn, and capable of managing overlapping tasks. High-impact production issues often require coordination across multiple groups, providing a broad impact across various teams.

The ideal candidate must be detail-oriented, possess excellent verbal and written communication skills, have strong organizational skills, be able to manage multiple tasks simultaneously, work independently, and maintain professionalism under pressure. You should be able to anticipate problems and implement solutions to prevent outages. Making sound judgments, improving customer experience, and ensuring task completion are essential.

Roles and Responsibilities:

- Fluency in Portuguese (B2 proficiency required).
- Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, which may include listening to calls and transcribing text from calls, emails, chats, messages, etc.
- Identify emerging patterns in audits and contribute to process or program improvements.
- Provide timely responses to stakeholders based on SOP and SLA.
- Escalate problems systematically to relevant owners or teams.
- Maintain records of daily work by updating trackers or workflow tools.
- Meet business metrics and goals, such as SLA, productivity, quality, and utilization benchmarks.
- Understand performance metrics that drive business goals.
- Work collaboratively and contribute to the growth of the team or program.
- Develop a global perspective and understand the nuances of various geographies Amazon operates in.
- Work in a rotational shift environment, including weekends and holidays, with two consecutive days off based on business needs.
- This is a work-from-office role.

BASIC QUALIFICATIONS

• Bachelor's degree, with fluency in Portuguese (B2 proficiency).
• 10-24 months of work experience.
• Good communication skills to facilitate information flow between teams (Portuguese to English and vice versa).
• Proficiency in Excel (pivot tables, VLOOKUP).
• Ability to work effectively in a dynamic team environment.

PREFERRED QUALIFICATIONS

• Ability to analyze case-level inputs to identify predictors and causes of business problems, improving delivery and customer experience.
• Identify opportunities and communicate them to managers.
• Collaborate with multiple resources to analyze and improve program efficiency and effectiveness.
• Conduct root-cause analyses when data is available.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need workplace accommodations during the application or onboarding process, please visit this link . Amazon is an equal opportunity employer and does not discriminate based on protected statuses.