Investigation Specialist (QA), Relay Product Excellence

• Shifts: Rotational (24*7 shift environment - changes based on business requirement)
• Weekly Off: Rotational two consecutive days off (5-day working week)
• Work from Office Role

• Provide data analysis & conduct investigations
• Pull data from numerous databases (using Excel,Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed
• Take appropriate action to identify and help - minimize the risk posed by fraud or abuse patterns and trends
• Consistently achieve weekly targets and quality standards for investigations
• Identify and eliminate root causes of defects in order to drive efficiency in Amazon’s transportation operations
• Understand the business impact of the trends and make decisions that make sense based on available data
• Knowledge to systematically escalate problems or variance in the information and data to the relevant owners and teams
• Experience to follow through on the resolutions to ensure they are delivered
• Work within various time constraints to meet critical business needs, while measuring and identifying activities performed
• Written and verbal communication experience, as you will be required to create a narrative outlining your weekly findings and the variances to goals, and present these finding in a review forum
• Participate in ad-hoc projects and assignments as necessary

• Meet productivity, quality and other hygiene metrics/ goals
• Identify opportunities to Invent and Simplify processes, and deliver quicker with higher standards of accuracy
• Define SOPs, document new methods of abuse/frauds, and partner with stakeholder teams to drive gaps to closure- 1+ years of customer service experience
• Speak, write, and read fluently in English
• Experience with Microsoft Office products and applications
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in payments or e-commerce
• 10-24 months of work experience in audit, compliance, risk management and investigations
• Good communication skills - should be able to facilitate flow of information between teams internal/external
• Proficiency in Excel (pivot tables, VLOOKUP) and ability to pull data from numerous databases (using Excel, SQL and/or other database tools) to perform ad hoc reporting and analysis as needed
• Demonstrated ability to work in a team in a very dynamic environment
• Ability to follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions- Analyze basic case level inputs and identify predictors/causes of business related problems
• Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends through data analysis and investigations
• Identify patterns from investigations and data analysis to uncover areas of opportunity and highlight the same to managers
• Provide data analysis, conduct complex investigations and review investigations
• Identify and eliminate root causes of defects in order to drive efficiency in operations by sharing insights from investigations and audits performed
• Collaborate with multiple resources as per need and carry out basic analyses to help ensure efficiency and effectiveness of programs
• Ability to do root-cause analyses within the space subject to availability of data
• Knowledge of 7QC (Seven Quality Control) tools and quality management methodologies

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