At Amazon we believe that every day is still day one.

Join our Quality and Training Team for our regional Employee Services Hub, which will support Amazon across EMEA (Europe, Middle East and Africa) and APAC (Asia and Pacific) countries. The Hub provides a multi-language assistance to our internal customers and we are looking for an ERC (Employee Resource Center) Quality and Training Specialist to join our growing Employee Services Centre. The Quality and Training Specialist is a key role created to consolidate quality and training processes, metrics, tools, and solutions for ERC. You will continually raise the bar on quality, performance and customer experience.

Responsibilities:

· Perform quality audits and have regular meetings with ERC agents in order to discuss their performance and work on improving their results.
· Analyze quality trends and other business data in order to drive improvement actions focused on quality.
· Drive the continuous improvement of HR processes.
· Collect and analyze employee feedback.
· Analyze escalations and drive corrective actions.
· Deliver quality feedback to ERC agents and managers.
· Actively calibrate quality outcomes within the Quality and Training team.
· Support new hire orientation by providing ERC-focused training.
· Deliver market-focused training for new joiners.
· Work closely with managers/stakeholders in the preparation, development and coordination of training.
· Develop, asses, and facilitate training for new and current employees.
· Cooperate with ERC Specialists on keeping content updated (Knowledge Base).

Basic Qualification
· Bachelor degree and/or equivalent work experience in Human Resources
· Experience with HR processes and systems
· Computer literacy (Microsoft Office, Outlook)
· Fluent in Japanese and English

Preferred qualifications
· Minimum 1 year of work experience in ERC
· Experience with ERC Japan policies and procedures
· Other EU language
· Experience in a quality/training role
· Experience working with KPIs and SLAs
· Ability to work in international teams in a fast-paced environment
· Good analytical skills
· Flexibility

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.

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