Senior Quality Analyst Amazon
Seattle, WA

Job Description

DLS Senior Quality Analyst

Amazon's Disability and Leave Services (DLS) Team is seeking a Senior Quality Analyst to contribute to the development and ongoing execution of our Quality Management System (QMS). QMS will support our quality program across various leave of absence and accommodation events. The successful candidate in this role is passionate about quality, continuous improvement, and committed to creating a best in class quality program.

The Senior Quality Analyst will be focused on supporting the development of various aspects of the overall QMS. This role supports measuring the quality of the leave of absence and accommodation processes, identifying through data opportunities for continuous process improvements, facilitating growth of programs on behalf of our employees and stakeholders. The Senior Quality Analyst will be expected to conduct root cause analysis. This analysis will include the data collected, detailed narrative write up, and a presentation to operational leaders as appropriate. This role must possess strong interpersonal skills, a proactive approach to work, excellent oral and written communication skills, resourcefulness and a focus on the execution of deliverables. The position will focus on self-inspection and validation through metrics and audit mechanisms. Key elements of the position include program development, quality tool creation, implementation and analysis. Collaboration with teams on the evolution of new and existing processes, monitoring the Service Delivery team's case, call and process quality.

Key Responsibilities:

* Developing and maintaining key aspects of our QMS
* Developing ad-hoc and standard process audits
* Regularly conduct Root Cause Corrective Action Analysis and Correction of Errors
* Supporting end-to-end case management quality audit program
* Supporting the quality planning and control functions of our of our QMS
* Monitoring case and call quality; providing findings to stakeholders for appropriate follow up action
* Working with closely with appropriate DLS teams to understand product vision and requirements
* Defining measureable metrics to gauge progress against objective quality goals
* Work with appropriate DLS teams on process improvements in response to customer, stakeholder or audit results
* Simplify complex DLS language while concisely summarizing the issues, defining the defects or service failures and outlining robust corrective action.
* Gain and maintain a thorough understanding of the Leave of Absence and Accommodations teams. Including: policies, plans, processes, standard work, systems, training and education materials, and practices.