Join Amazon’s CAP Quality Team and Contribute to Excellence in Customer Experience
Amazon, a global leader in e-commerce and technology, continues to expand its workforce to meet the ever-growing demands of its customer-centric vision. With a constant drive to innovate and deliver the best shopping experience to its users, Amazon is now seeking Quality Analysts to join their CAP Quality Team in Hyderabad. If you’re passionate about quality assurance, process optimization, and data-driven decision-making, this could be the career opportunity you’ve been waiting for.
Location: Hyderabad
Company: Amazon
Industry: E-commerce, Technology, Retail
Job Category: Quality Assurance & Testing
Employment Type: Full-time, Permanent
About Amazon
Amazon was founded with the mission of becoming the most customer-centric company on Earth. Over the years, Amazon has revolutionized the e-commerce space, setting new standards in terms of customer service, product selection, and operational efficiency. From its humble beginnings as an online bookstore, Amazon has expanded to become a global platform offering millions of products, cloud computing services, and AI innovations that shape the future of industries across the globe.
As part of Amazon’s vision, the company continually invests in technology to provide customers with low prices, convenience, and an unparalleled shopping experience. Whether it’s through fast shipping, a broad selection of goods, or the constant development of cutting-edge technologies, Amazon remains at the forefront of e-commerce evolution. The company’s expansion from a website to an innovative tech partner has created exciting opportunities for talented professionals worldwide.
Amazon’s Culture of Innovation encourages employees to be proactive, think creatively, and work collaboratively to solve complex challenges. This is why Amazon is known for hiring some of the brightest minds in technology and business.
Job Overview: CAP Quality Analyst
Amazon’s CAP Quality Analyst team is integral to ensuring high standards across all quality-related aspects of operations. The team is responsible for managing the accuracy of audits, driving operational excellence, and continuously improving the learning and calibration processes within Amazon’s Quality Assurance (QA) program. The Quality Analyst will play a pivotal role in defining opportunities for optimizing quality and communication processes, collaborating with both internal teams and external partners.
This role is ideal for someone who thrives in a fast-paced, dynamic environment and can manage multiple tasks simultaneously. The candidate must demonstrate strong analytical abilities, excellent communication skills, and the capacity to work autonomously while adhering to tight deadlines.
The CAP Quality Team at Amazon focuses on a range of responsibilities that support operational improvement, process analysis, training development, and communication across all internal and external channels.
Key Responsibilities of the Quality Analyst:
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Lead Calibration Sessions
One of the core responsibilities of the Quality Analyst will be to lead both external and internal calibration sessions. This involves working closely with the operational teams and QA managers to evaluate the accuracy of audits and ensure that both internal and external stakeholders align on process improvement opportunities.
During calibration sessions, the Quality Analyst will focus on identifying gaps in contact handling, CSA (Customer Service Associate) behavior, and internal knowledge base issues. By providing insights and feedback during these sessions, the Quality Analyst helps guide operational excellence, thereby improving the efficiency of communication and the overall customer experience.
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Support QA Managers and Generate Audit Accuracy Scores
As a Quality Analyst, you will assist QA Managers in generating the audit accuracy scores for stores by performing super audits. These audits will help assess the effectiveness of processes, policies, and individual performances. Based on audit results, you will identify areas of improvement and help design strategies to enhance audit accuracy, ensuring continuous quality improvements.
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Data Analysis and Reporting
A critical part of the role involves data analysis. The Quality Analyst will collect, organize, and analyze performance data using tools such as Excel, SQL, or other data analysis software. The insights derived from this analysis will be essential for identifying trends and pinpointing areas for process optimization.
You will work with QA Managers and team leads to track key performance indicators (KPIs) and create detailed reports that highlight areas for improvement. This process allows the leadership team to make data-driven decisions that improve operational performance and customer satisfaction.
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Continuous Learning and Training Programs
A significant portion of this role revolves around developing and delivering training programs for the Quality Analyst team. This includes creating learning materials, delivering instructor-led and remote sessions, and facilitating both internal and external calibration workshops. You will be responsible for onboarding new hires into the team, ensuring they have the skills and knowledge needed to excel.
The Quality Analyst will also play a part in designing and maintaining learning content related to policy changes and process updates. This content should always be relevant, up-to-date, and tailored to the needs of the business. Your role will involve working closely with the training department to deliver effective learning solutions that support continuous growth.
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Policy Audits and Compliance
As part of your quality assurance responsibilities, you will perform policy audits to detect any ambiguities or errors in policies. By reviewing internal policies and procedures, you’ll help ensure that they align with business needs and compliance standards.
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Training Effectiveness and Improvement
Once training programs are implemented, the Quality Analyst will assess their effectiveness by working closely with leadership and key stakeholders. By tracking participant feedback, reviewing performance metrics, and making adjustments where necessary, you will help fine-tune training initiatives for better outcomes.
Key Skills and Qualifications Required for Quality Analysts:
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Communication Proficiency
A Quality Analyst must have excellent communication skills in both written and spoken English. As the role requires knowledge transfer and collaboration across multiple teams, clear and concise communication is essential. You’ll need to explain complex concepts in simple terms and be able to engage with stakeholders at all levels.
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Data Analysis and Problem-Solving Skills
Proficiency in data analysis tools such as Excel, SQL, or Python will be crucial in deriving actionable insights from large datasets. The ability to interpret data and identify trends, gaps, or potential improvements is an essential part of the job. Being data-driven will help you influence decision-making and drive meaningful change.
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Attention to Detail
Attention to detail is critical in ensuring the accuracy of audits and reports. The role requires identifying subtle errors in contact handling, CSA behavior, and internal knowledge gaps. A keen eye for detail helps prevent costly mistakes and ensures high-quality standards are maintained.
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Learning & Development Expertise
Experience in developing learning programs and facilitating training is preferred for this role. Whether delivering onboarding training for new hires or facilitating ongoing skill development for tenured employees, a strong background in Learning and Development will enhance your ability to drive performance improvement.
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Technical Skills
You should have a competent level of proficiency in using tools such as Microsoft Office Suite (Word, Excel, PowerPoint) and Learning Management Systems (LMS). Additionally, experience working with databases, querying languages, and various software tools will be valuable in performing audits and generating reports.
Preferred Candidate Profile
The ideal candidate for the Quality Analyst role at Amazon will be a self-starter with strong problem-solving skills and an ability to drive process improvements. You should have the ability to handle multiple tasks simultaneously, with a focus on achieving operational excellence. Experience in working with cross-functional teams and leading complex projects is a plus.
In addition, you should possess the following traits:
- Analytical mindset: Strong ability to analyze complex data and derive actionable insights.
- Leadership potential: Capability to take ownership of processes, lead teams, and influence stakeholders.
- Adaptability: Ability to manage changing priorities in a fast-paced environment.
- Collaboration: Comfortable working in a team-oriented culture that values communication and collaboration.
Educational Qualifications
- Bachelor’s Degree (preferably in communication, education, or related fields), or equivalent experience.
- Relevant professional qualifications in Learning and Development, Process Improvement, or Quality Assurance will be an added advantage.
Why Join Amazon?
Amazon offers a dynamic work environment with opportunities for professional growth and personal development. By joining Amazon, you will be part of a global team that values innovation, excellence, and collaboration. Amazon’s commitment to continuous improvement ensures that all team members have access to the resources they need to succeed.
Perks and Benefits:
- Competitive salary and performance bonuses
- Health and wellness benefits
- Comprehensive learning and development programs
- Opportunities to work with cutting-edge technologies
- A supportive and collaborative work culture
How to Apply
If you meet the qualifications and are passionate about quality assurance and operational excellence, we encourage you to apply for the Quality Analyst role at Amazon.
