The Last Mile Analytics & Quality Team is looking for a Transportation Quality Specialist who will act as first‑level support for the Last Mile team with multiple transportation services along with other operational issues and activities related to transportation process and optimization. Your solutions will impact our customers directly! This role requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. High‑impact production issues often require coordination among multiple groups, so you get to experience a breadth of impact with various teams.
The ideal candidate must be detail oriented, have superior verbal and written communication skills, strong organizational skills, able to juggle multiple tasks at once, work independently, and maintain professionalism under pressure. You must be able to identify problems before they happen and implement solutions that detect and prevent outages, make sound judgments, improve the customer experience, and get the right things done.
Roles and Responsibilities
* Fluency in Portuguese; required B2 proficiency.
* Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, potentially requiring listening to calls and transcribing text from calls, emails, chats, messages, etc.
* Identify patterns emerging in the audits and contribute to process/program improvements.
* Provide timely response to stakeholders on related tasks as per SOP and SLA.
* Systematically elevate problems to the relevant owners/teams according to process.
* Maintain records of day‑to‑day work by updating trackers or workflow tools.
* Meet business metrics and goals (i.e., SLA, productivity, quality, and utilization benchmarks).
* Understand performance metrics for driving business goals.
* Work in a collaborative environment and contribute to the growth of the respective team/program.
* Develop a global perspective and understand the nuances of various geographies that Amazon operates in.
Shift Details
* Shifts: Rotational – 24×7 shift environment; shifts change based on business requirements.
* Weekly Off: Rotational – two consecutive days off; the off days change based on business requirements.
* Work from Office Role.
Basic Qualifications
* Bachelor’s degree; fluency in Portuguese; required B2 proficiency.
* 10‑24 months of work experience.
* Good communication skills – facilitate the flow of translated information (Portuguese to English and vice‑versa) between internal and external teams.
* Proficiency in Excel (pivot tables, VLOOKUP).
* Demonstrated ability to work in a team in a very dynamic environment.
Preferred Qualifications
* Analyze basic case level inputs and identify predictors/causes of business‑related problems and improve delivery/customer experience by case‑level corrections.
* Identify and uncover areas of opportunity and highlight the same to managers.
* Collaborate with intra‑space multiple resources as per need and carry out basic needed analyses to help ensure efficiency and effectiveness of programs.
* Do root‑cause analyses (when needed) within the space subject to availability of data Logistics.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact the Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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