Quality Specialist Leave And Accommodations - Hyderabad - Amazon Dev Center India Hyderabad
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About Amazon India:
Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable various Amazon businesses, including Amazon websites across the world as well as support Payments, Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store. We are proud to have some of the finest talent and strong leaders with proven experience working to make Amazon the Earth’s most customer-centric company.
We made our foray into the Indian market with the launch of Junglee.com, enabling retailers in India to advertise their products to millions of Indian shoppers and drive targeted traffic to their stores. In June 2013, we launched www.amazon.in for shoppers in India. With www.amazon.in, we endeavor to give customers more of what they want – low prices, vast selection, fast and reliable delivery, and a trusted and convenient online shopping experience. In just over a year of launching our India operations, we have expanded our offering to over 18 million products across 36 departments and 100s of categories! Our philosophy of working backwards from the customers is what drives our growth and success.
We will continue to strive to become a trusted and meaningful sales and logistics channel for retailers of all sizes across India and a fast, reliable and convenient online shopping destination for consumers. For us, it is always “Day 1” and we are committed to aggressively invest over the long-term and relentlessly focus on raising the bar for customer experience in India. Amazon India offers opportunities where you can dive right in, work with smart people on challenging problems and make an impact that contributes to the lives of millions. Join us so you can - Work Hard, Have Fun and Make History.
Amazon.com is looking for an Escalation Specialist to support our Leave and Accommodation group. The Escalation Specialist will dive deep into leave of absence issues to provide research and root cause analysis and develop solutions to eliminate the error that caused the escalation. This will help our offshore/onshore Escalations team to respond to the customers. The preferred candidate will have experience across leave of absence, disability, accommodations, return to work, workers’ compensation, benefits, and absence management functional areas. The role supports subject matter experts in Leave and Accommodation processes, policies, and standard work, along with system tools, resources, and established learning platforms to constantly improve processes and compliance for service delivery for a frustration-free experience.
The role is responsible for adoption of standard work, systems, and learning within the defined regions. The role will establish, train, mentor, and work with field employees to ensure adoption of new processes, standard work, and systems. On a regular basis this role will require demonstrated proficiency in change and transition management, identification of gaps in standard work for resolution, and expert knowledge of the Leave and Accommodation program to lead and influence adoption within Amazon.
Key areas of responsibility:
Responsible to provide deep dive research and analysis for Tier 1 and 2 Escalation for the global Leaves and Accommodation team
Able to work within areas of ambiguity and address for the short-term to create standard work and partner with the manager and leads to establish a long-term solution
Train, educate, and mentor internal team members on tools and resources for adoption within daily work
Coordinate with the internal team resources of compliance, audit and quality, and delivery to ensure high standards for frustration free experience
Perform internal and external audit of data for accuracy and integrity.
Match findings with data information in the system for the right outcome.
Understand impacts of defects and how these will impact internal/external interfaces and teams
Continually strive to improve efficiency and effectiveness of existing systems/process and look for enhancements related to current systems and procedures by providing process improvement ideas and solutions.
Communicate written analysis of dive deep results and information to partners and employees
Track, measure and report Service Level Commitment (SLC) metrics at different intervals to ascertain the process performance health and identify improvement areas.
Demonstrate highest degree of discretion and confidentiality
2+ years of experience specializing in the leave of absence, disability, accommodation, or workers’ compensation preferred
Experience with multiple payroll and timekeeping systems (Kronos, ADP, and People Portal)
Applied knowledge of measurement, dive deep or root cause analysis and problem solving
Outstanding communication (written and oral) and organizational skills
Good attention to detail and the ability to prioritize in a fast-paced environment, analytical and critical thinking skills
Skilled use of Microsoft Office products
Flexibility to work n 24*7 environment
MBA or Master’s degree in relevant field
2+ Yrs. of Amazon experience along with experience in US LOA
Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
Ability to build relationships and influence others
Excellent speaking-listening-writing skills
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation