Quality Review Specialist, NA DSP Performance Ops Team

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Assessment

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About this role

Quality Review Specialist, NA DSP Performance Ops Team Nashville, Tennessee, USA The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: Delivery Feedback and Insights, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ. The DSP Performance Ops team is seeking a talented Performance Ops Specialist to join our team! For this role, the primary function will be as a Quality Review Specialist. As an Individual Contributor, the Quality Review Specialist is an integral part of our team, completing quality reviews, performing high judgement investigations and research. These functions inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing us to better support our customers. Key job responsibilities - Completes quality reviews for various complex work streams. - Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making - Evaluates root cause and performing data analysis to identify opportunities for process improvement - Escalates trends in issues or pain points

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