• 1+ years of experience conducting root cause analysis in a production environment.
• 1+ years of experience in an IT/Operations/Call/Command Center work environment.
• Experience using MS Office Suite and programs to include Outlook, Word, Excel, PowerPoint, Visio, SharePoint, Smartsheets, etc.
• Experience using databases for querying and analyzing data.

The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Critical Incident Operations (CIOPS) supports the GSO mission by providing 24/7 services to Amazon Operations Worldwide including alarm monitoring and response, incident triage, and crisis management. Amazon is hiring a detail-oriented Quality Specialist to support the Quality, Commitment, and Customer Care Program at Amazon’s Global Security Operations Center (GSOC) in Goodyear, Arizona.

CIOPS is seeking a candidate that has experience identifying, analyzing and improving upon existing quality processes in CIOPS. As a Quality Specialist, the ideal candidate will participate in continuous improvement projects, conduct root cause analysis, document key decisions, and track progress toward program goals. The ideal candidate must be able to collaborate with team members to develop new mechanisms and work cross-functionally with multiple business partners. They will support internal CIOPS customers as a resource with program knowledge and support development of the actions needed to resolve identified process issues and mitigate risks.

The Quality Specialist will be critical in providing administrative support, while expanding internal audit processes, defect mechanisms, and tracking requests to completion. The successful candidate will have a heightened quality focus and ability to approach problems logically and with good judgment to ensure the appropriate outcome.

Key job responsibilities

• Strong analytical skills to interpret large volumes of data and identify trends.
• Ability to dive deep into operational processes to identify root causes of performance gaps and determine appropriate steps to prevent re-occurrence.
• Understand the complexity of business and operational processes, workflows, and technology applications.
• Collaborate with stakeholders and teams outside CIOPS to manage issue resolution and process improvements.
• Gather requirements and feedback from stakeholders to develop clear, and detailed specifications to drive delivery of organizational quality and customer sentiment goals.
• Ownership and end to end delivery on their part of projects.
• Self-starter comfortable working with autonomy and can successfully prioritize and manage multiple assignments.
• Incorporate improvement to established procedures/processes related to compliance/quality.
• Bachelor’s degree - Preferably in Program Management, Statistics, Crisis Management, Compliance/Quality, or Business Administration.
• Strong written and verbal communication skills.
• Lean Six Sigma and/or Green/Black Belt Certified.
• Exemplary performance record, particularly with regard to accuracy, quality, productivity.
• Fluency in another language other than English is preferred (French, Arabic, German, Italian, Japanese, Spanish, Turkish, Telugu, Hindi, Portuguese).
• Professional demeanor and ability to communicate with business leaders.
• High attention to detail and strong organizational skills; ability to manage competing priorities.
• Self-starter who is effective working under limited supervision.
• Tech-savvy, adaptable, and comfortable with frequent functionality updates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


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