KYC Quality Analyst

KYC Quality Analyst

1-3 years
Not Specified

Job Description

Job Description :
Job summary
This role is ideal for a candidate looking for an experience with an exciting, dynamic company. The role is to ensure that Amazon Pay's Video KYC process meet Amazon's high bar for customer experience. The candidate is expected to audit and analyze customer's Video KYC verification process.

Key job responsibilities
. Audit and analyze customer's Video KYC verification process.
. Design and Develop evaluation programs that analyze critical performance behaviors and metrics on customer calls.
. Assess reliability, performance, and quality of the customer's video calls.
. Constantly review the process, identify areas of improvement and ensure that team offers highest quality of service to the customers.
. Provide feedback to the leadership on quality of service, skills and work approach of makers and checkers.
. Capture the voice of the customer from call analysis and provide actionable inputs to makers and checkers.
. Exhibit highest standards of customer experience.
. Ensure customers are comfortable through the verification process as per Amazon standards.
. Publish, and maintain quality metrics reports of customer's Video KYC journey.
. Drive quality upstream by specific and timely reporting.
. Maintaining strict confidentiality and follow all applicable Amazon policies for securing confidential information.
Basic Qualifications :
. Applicants must be bilingual with English as a must.
. A graduate with 1-3 yrs. of experience of handling operations in a customer facing environment.
. Applicant should have strong written and oral communication skills.
. Possess good analytical skills - detail oriented.
. Planning and Organizing Skills.
Preferred Qualifications :
. Any graduation
. Multilingual experience
. Knowledge of KYC process and related RBI regulations is a plus.
. Prior experience in call auditing
. Expertise in both giving and receiving constructive, actionable feedback that produces desired results.
. Demonstrate strong and effective communication and public speaking skills, as well as composure under pressure and professional attitude.

Job Details

Employment Types:




About Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to to research and develop technology that improves the lives of shoppers and sellers around the world.

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