B PRAVALLIKA

• Our team identifies contacts for our ''audit input bucket' using a combination of SIC codes (wrap up codes),

text miner (key phrases), and other methods. Audit and analyze these contacts for Compliance issues for

SDS.

• Analyze performance indicators, trends and develop a standard to report out to TMs and GrpMs.

• Reporting the performance of CSA’s who are in the performance improvement plan to the TMs, GrpMs and

OPS Managers.

• Identifying any kind of abuse happening in terms of compliance and report it out to the leadership team.

• Conduct trainings for the new hires on performance improvement plan and compliance issues.

• Build quality tips and share them through Pulse or through MS Outlook email.

• If a QC Analyst identifies any incomplete information they also take responsibility to fix what’s broken by

improving KC Content, blurbs or blurblets etc., by liaising with multiple teams including editorial, business

and program teams to benefit both internal (associates) and external customers.

• On a continual basis, identify process, procedural gaps existing within QC team and operations teams and

bring it to the notice of QC leadership to get it fixed.

• To bridge the process or compliance gaps among TMs and QC teams and to ensure that we improve

customer experience, QCAs are part of calibration sessions, quality calls with GO partner sites to nurture

best practices followed by different sites and take back the learning as key observations to the skill, QC

team and CSAs.

• Should actively participate in Kaizen Activities, drive the ACES culture within the QC Analyst team.

• Usage of MS Office (Excel, Access, Power point presentation being important) to generate reports and

create Flyers.

Core Job of Resolution Specialist is to assist and guide the associates who are handling the live contacts with the Drivers or Recipients.

Resolution Specialist is expected to be a Subject Matter Expert and well versed with the Knowledge Center and have ability to retrieve KC

information required at the earliest. Resolution Specialist is expected to Deep Dive and understand the Drivers or Recipient problem while

assisting the Associates. Identify the process gaps and Operations gaps and escalate through route of SIMs, Calibration sessions and through

aligned Team Manager. Able to extend Cross-Skill support when required and leverage the process expertise to contribute to Associates success

and resolution for the Drivers/Recipient.

• As an SDS ( Shipping & Delivery Support ) who has transitioned to
  supporting independent contractors in the Amazon Flex program, my role
  involves providing assistance and resolving queries for these contractors.
  Being part of the pilot batch for the newly launched chat platform where
  Amazon is actively investing in improving support for this new workforce.
  •Handling Queries : Responding to inquiries from Amazon Flex
  contractors regarding various aspects of their work, such as delivery
  routes, payment issues, app functionality, and policies.
  •Troubleshooting : Assisting contractors in troubleshooting technical
  issues they encounter while using the Amazon Flex app or other tools
  provided by Amazon for their deliveries.
  •Policy Guidance : Providing guidance on Amazon's policies and
  procedures related to delivery operations, including safety protocols,
  customer interaction guidelines, and package handling instructions.
  •Real-time Support : Leveraging the newly launched chat platform to offer
  real-time assistance to contractors, ensuring prompt resolution of their
  concerns and questions.
  •Feedback Collection : Gathering feedback from contractors regarding
  their experience with the Amazon Flex program and the support provided,
  to identify areas for improvement and optimization.

• Excellent communication skills (written and verbal), ability to communicate correctly and clearly with both internal and external customers • Excellent documentation skills • Actively and effectively escalate systemic issues and customer concerns • Good comprehension skills ability to clearly understand and state the issues customers present • Good composition skills ability to compose a grammatically correct, concise, and accurate written response • Work successfully in a team environment as well as independently • Ability to maintain composure in highly escalated situations