Business Analyst (cxfe) AWS Support Customer Experience (CX) at Amazon Dev Centre South Africa

• Bachelor’s degree – STEM fields
• 2 – 4 years of experience in analytics, Excel (VBA, Macro) and SQL

Do you want to make it easier for customers to interact with AWS support? Help solve the annoying issues which you may have yourself faced when interacting with customer service? If yes – then read on.

The Customer Experience (CX) team within the AWS Support organisation is hiring! We are looking for talented, analytical and motivated individuals to join our Business Analyst team

AWS Support is a self-standing business (P&L) within AWS and continues to be one of AWS’s fastest and most innovative businesses. We build software and have engineers that help customers of all sizes, from various industries and across varied geographies – to successfully utilize the products and features provided by AWS.

The Customer Experience (CX) team focuses on improving the way customers experience support when they reach out for help. Programs are broad and highly cross-functional with each day bringing new challenges and new opportunities and we look for strong candidates who can drive structure in the face of ambiguity. In return we offer mentoring and coaching for a career development path and the opportunity to make a difference in one of the fastest growing business’ in the world.

Key job responsibilities
As a Business Analyst you will own and drive Quality Audits and their incremental improvement. Our target is to improve customer experience by ensuring that the quality of support we offer through all channels is high and pain points are addressed internally.
Key Responsibilities will include –

• Performing daily Quality Audits (QA)
• Identifying and reporting of critical and non-critical defects in a timely manner
• Drawing data-driven conclusions and including in weekly communication reports to stakeholders
• Creating and maintenance of Dashboards, Tools and Wikis as needed
• Coaching for calibration amongst OPS quality POCs
• Learning about upstream processes and how they influence our audit mechanisms
• Working with different levels of stakeholders on adhoc analysis

A day in the life
A typical workday would include

• analysis of the latest quality data to determine what gaps need to be filled
• supporting the Quality Program lead in preparing for the quality core-team working group meetings
• extracting key messages from the data and communicating those
• improvement of our dashboards and mechanisms

About the team
The CX team is newly created within the AWS Support organization and has taken over both MATT (CS oriented) and Q+ (PS oriented) quality programs. We are looking for a BA who combines Learn-and-be-Curious with Dive-Deep and Insist-on-the-Highest-Standards to support Quality Audits, Reporting and Tool-building for the MATT Quality program that directly supports the Customer Service organisation. In return we offer coaching, mentorship and the opportunity to influence a huge business.

• Ability to ask right questions, analyze data, draws conclusion by making appropriate assumptions.
• Quick in learning to use new systems and mechanisms
• Strong attention to detail and accuracy while working to deadlines
• Able to work and prioritize in a complex, fast-paced environment.
• Six Sigma Green Belt or equivalent
• Experience in driving quality mindset and implementation of mechanisms (eg. QMS)
• Demonstrated ability to draw insights from data and clearly communicate them to stakeholders
• Self-driven (willingness to take on additional responsibilities) and comfortable working on ambiguous projects with incomplete data

AWS Support values diversity of thought and wants to grow by hiring people with a wide range of backgrounds, cultures, and experiences that allow us to continue innovating for complex problems. If you are interested in shaping the future of Amazon AWS Support organization, apply to learn more about this exciting opportunity. Amazon is a 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.

Closing Date:11th November, 2021

HOW TO APPLY

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