Hyderabad - Quality Specialist - Spanish

The Last Mile Analytics & Quality Team is looking for Transportation Quality Specialist who will act as first level support for Last Mile team with multiple transportation services along with other operational issues and activities related to transportation process and optimization.

Your solutions will impact our customers directly! This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. High Impact production issues often require coordination among multiple groups, so you get to experience a breadth of impact with various teams.

Must be able to identify problems before they happen and implement solutions that detect and prevent outages. You must be able to make sound judgments, work to improve the customer experience, and get the right things done.

Roles and Responsibilities:

• Fluency in Spanish. Required B2.2 proficiency.

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions which may require listening to calls and transcribing text from call, email, chat, message, etc.
• Identify patterns emerging in the audits and contribute to process/program improvements
• Provide timely response to stakeholders on related tasks as per SOP and SLA
• Systematically escalate problems to the relevant owners/ teams according to pre-determined process
• Maintain records of day to day work by updating trackers or workflow tools
• Meet business metrics and goals i.e. SLA, productivity, quality and utilization benchmarks
• Understand performance metrics for driving business goals
• Work in a collaborative environment and contribute to the growth of the respective team/program

• Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational – changes based on business requirement)
• Weekly Off: Rotational two - consecutive day off (((it is a 5-day working week with 2 consecutive days off. The off days change based on business requirement)))
• Work from Office Role

Key job responsibilities

Roles and Responsibilities:

Fluency in Spanish. Required B2.2 proficiency.

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions which may require listening to calls and transcribing text from call, email, chat, message, etc.
• Identify patterns emerging in the audits and contribute to process/program improvements
• Provide timely response to stakeholders on related tasks as per SOP and SLA
• Systematically escalate problems to the relevant owners/ teams according to pre-determined process
• Maintain records of day to day work by updating trackers or workflow tools
• Meet business metrics and goals i.e. SLA, productivity, quality and utilization benchmarks
• Understand performance metrics for driving business goals
• Work in a collaborative environment and contribute to the growth of the respective team/program

• 10-24 months of work experience
• Good communication skills - should be able to facilitate flow of translated information (Spanish to English and vice-versa) between teams internal/external
• Proficiency in Excel (pivot tables, VLOOKUP)
• Demonstrated ability to work in a team in a very dynamic environment • Analyze basic case level inputs and identify predictors / causes of business related problems and improve delivery / customer experience by case-level corrections
• Identify and uncover areas of opportunity and highlight the same to managers.
• Collaborate with intra-space multiple resources as per need and carry out basic needed analyses to help

• Do root-cause analyses (when needed) within the space subject to availability of data Logistics

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