Investigation Specialist - Quality Assurance and Risk Management

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 (24*7 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
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce
- 10-24 months of work experience in audit, compliance, risk management and investigations
- Good communication skills - should be able to facilitate flow of information between teams internal/external
- Proficiency in Excel (pivot tables, VLOOKUP) and ability to pull data from numerous databases (using Excel, SQL and/or other database tools) to perform ad hoc reporting and analysis as needed
- Demonstrated ability to work in a team in a very dynamic environment
- Ability to follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Experience Level

Senior Level