Investigation Specialist (QA), Relay Product Excellence

• Amazon is looking for a Investigation Specialist that has a background in transportation, risk management and data driven problem resolution skills. In this role the Investigation Specialist will continuously work with stakeholders to build trust-based relationships in order to investigate suspicious activity and address escalations while creating long-term, systemic solutions for a world-class customer experience. In this role, the Investigation Specialist will be responsible for a wide range of duties related to identity verification.

• Shifts: Rotational (247 shift environment - changes based on business requirement)

• Weekly Off: Rotational two consecutive days off (5-day working week)

• Work from Office Role

• Key job responsibilities

• Provide data analysis & conduct investigations

• Pull data from numerous databases (using Excel,Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed

• Take appropriate action to identify and help - minimize the risk posed by fraud or abuse patterns and trends

• Consistently achieve weekly targets and quality standards for investigations

• Identify and eliminate root causes of defects in order to drive efficiency in Amazon’s transportation operations

• Understand the business impact of the trends and make decisions that make sense based on available data

• Knowledge to systematically escalate problems or variance in the information and data to the relevant owners and teams

• Experience to follow through on the resolutions to ensure they are delivered

• Work within various time constraints to meet critical business needs, while measuring and identifying activities performed

• Written and verbal communication experience, as you will be required to create a narrative outlining your weekly findings and the variances to goals, and present these finding in a review forum

• Participate in ad-hoc projects and assignments as necessary

• A day in the life

• Meet productivity, quality and other hygiene metrics/ goals

• Identify opportunities to Invent and Simplify processes, and deliver quicker with higher standards of accuracy

• Define SOPs, document new methods of abuse/frauds, and partner with stakeholder teams to drive gaps to closure

Basic Qualifications

• 1+ years of customer service experience
• Speak, write, and read fluently in English
• Experience with Microsoft Office products and applications
• Experience in payments or e-commerce

Preferred Qualifications

• • Analyze basic case level inputs and identify predictors/causes of business related problems
• • Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends through data analysis and investigations
• • Identify patterns from investigations and data analysis to uncover areas of opportunity and highlight the same to managers
• • Provide data analysis, conduct complex investigations and review investigations
• • Identify and eliminate root causes of defects in order to drive efficiency in operations by sharing insights from investigations and audits performed
• • Collaborate with multiple resources as per need and carry out basic analyses to help ensure efficiency and effectiveness of programs
• • Ability to do root-cause analyses within the space subject to availability of data
• • Knowledge of 7QC (Seven Quality Control) tools and quality management methodologies

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