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QUALITY BUSINESS ANALYST, CUSTOMER SERV

 

Company:

AMAZON

Job Reference Number

14574476

Client ID:

RI/

Posted On:

Feb 29 2012

Location:

CORK

Job Type:

Permanent

Salary:

NA

Benefits:

  • SPORTS & SOCIAL CLUB
  • SUBSIDISED CANTEEN
  • STAFF DISCOUNTS
  • SHARE OPTIONS
  • PENSION / PRSA
  • LAPTOP
  • VOUCHERS
  • PAID HOLIDAYS
  • EMPLOYEE ASSISTANCE PROG
  • QUINN HEALTHCARE
At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. We do this every day by solving complex technical and business problems with ingenuity and simplicity.

Amazon's Customer Service (CS) department is seeking an experienced Business Analyst to join the team. The successful candidate will be a key member of the European CS team. You will be responsible for delivering various Customer Service projects that will directly impact the EU customer experience.

As the Business Analyst for our operations team, you will work with the team leaders to translate the department strategy into specific roadmaps, key performance indicators and metrics for measuring progress. You will ensure that the strategy is adapted and modified to be measurable in terms of customer outcomes. As you operate within an emerging space you will develop and implement standards, processes, and technology needed to reduce customer effort and develop and produce reporting and analysis that enable customer service operation leaders to take action on findings and recommendations.

Overall Responsibilities Include:

  • Data mine metrics and key indicators to discover root causes for customer dissatisfaction
  • Conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
  • Create and maintain weekly/monthly trending reports
  • Create actionable items out of findings to drive improvement in customer experience measures and volume drivers including: (ex. enhanced training requirements, performance management strategies, content creation, help pages, and other customer facing interactions)
  • Perform complex data analysis in support of ad-hoc reporting requests
  • Develop programs, methodologies, and reports for analyzing and presenting data
  • Use and support database applications and analytical tools: evaluate data quality, applications, and functions
  • Research new data sources and analytical tools
  • Partner in creation of CS Goals around key operational metrics.
Basic Qualifications:

  • Degree in mathematics, statistics, computer science, engineering, economics or related field
  • Experience translating roadmaps and key performance indicators as well as recommendations to senior leaders
  • 3+ years of direct experience in quantitative research or analyses
  • 3+ years in program/project management
  • Experience working with SPSS, SAS or other statistical software packages, familiarity with SQL
  • Advanced Excel and Access skills
Preferred Qualifications:

  • MBA or Advanced degree preferred
  • Strong analytical skills including broad knowledge of basic statistics and statistical interpretation of quantitative data
  • Ability to analyze and problem-solve issues real-time whereby not enough information exists to readily obtain or deduce obvious solutions