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Description

Every Amazon employee is focused on improving the customer experience for our millions of customers. This Data Analyst role will work closely with the QA and operations teams to provide data and analytical support for customer service improvement opportunity identification, and will provide support to ensure Quality Analysts to do the contact mining to the contacts of the targeted CSAs and support QA Specialists to provide a site level view of performance metrics.

Key Responsibilities:

• Provide support to ensure Quality Analysts to do the contact mining to the contacts of the targeted CSAs

• Support QA Specialists to provide a site level view of performance metrics.

• Carry-out data request from OM related to operational metrics and corresponding performance.

• Carry-out data request and analysis related to Quality improvement, ACES, Training and other CS teams' initiatives

• Provide ad hoc data deep dives for MBRs, QBRs, OPx and R&O to support leadership reviews

• Dive deep on data for critical business issues, like new product/system features releases, system issues or customer experience issues

• Raise improvement idea to Dashboard and Product teams, to improve current sources of data

Individual

• Goal driven and able to not only dive deep, but also to step back and look at the bigger picture

• Able to listen to and persuade others based on sound logic

• Demonstrated ability to meet deadlines while managing multiple projects and prioritize work

• Results orientated with a bias for action, taking responsibility and owning delivery

• Excellent written and oral communication skills including an ability to communicate with senior managers in the organization

• Motivated to work on own initiative

Key job responsibilities

• Provide support to ensure Quality Analysts to do the contact mining to the contacts of the targeted CSAs

• Support QA Specialists to provide a site level view of performance metrics.

• Carry-out data request from OM related to operational metrics and corresponding performance.

• Carry-out data request and analysis related to Quality improvement, ACES, Training and other CS teams' initiatives

• Provide ad hoc data deep dives for MBRs, QBRs, OPx and R&O to support leadership reviews

• Dive deep on data for critical business issues, like new product/system features releases, system issues or customer experience issues

• Raise improvement idea to Dashboard and Product teams, to improve current sources of data

We are open to hiring candidates to work out of one of the following locations:

Dalian, 21, CHN

Basic Qualifications

• 2+ years of quality or customer-facing role experience

• Experience in creating interactive, user-friendly and compelling dashboards and reports using visualization tools like QuickSight, Tableau, Power BI etc.

• Experience in Data Analysis (SQL, PowerBI, detecting tendencies, areas of opportunity, solution proposal, costs).

• Experience in MS Excel (Macros, Pivot Tables, Advanced Formulas).

• Expertise in SQL, Tableau and Python

• MS Office experience required, including experience with Excel (v-lookups, pivot tables, etc.)

• Demonstrated experience pulling and analyzing data to aid in root cause identification and drive process improvement initiatives across the network.

Preferred Qualifications

• Bachelors Degree

• 2+ years as a business or data analyst

• Building Excel-based or PDF-based reports via data tables

• Knowledge of AWS systems, configurations