Quality Specialist -Portuguese

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 job requires you to constantly hit the ground running and your ability 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.

• Fluency in Portuguese (B2 proficiency required).
• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions which may require listening to calls and transcribing text from call, email, chat, message, 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 escalation of 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 such as 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.

• Shifts:
  
  Rotational (24/7 shift environment, changes based on business requirement).
• Weekly off:
  Two consecutive days off within a 5‑day working week (off days change based on business requirement).
• Work from Office Role.

• Bachelor’s degree.
• Fluency in Portuguese (B2 proficiency).
• 10–24 months of work experience.
• Good communication skills – ability to facilitate 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 dynamic team environment.

• 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 them to managers.
• Collaborate with intra‑space multiple resources as needed and carry out basic analyses to help program efficiency and effectiveness.
• Perform root‑cause analyses when needed within the space subject to availability of data logistics.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 (Use the "Apply for this Job" box below). for more information.