About Amazon's Customer Service Team
Amazon's mission is to be 'Earth's most customer-centric company, and our award-winning Customer Service (CS) team is an essential part of that mission.
We are one of the largest customer service organizations in the world, with tens of thousands of Customer Service Associates providing world-class support to customers 24 hours a day, 7 days a week, and in over 15 languages.
Job Description
The Business Analyst will work closely with program managers to analyze data, build inferences, and deliver actionable insights through multiple reports and dashboards.
This role requires excellent understanding of SQL and query development, good business acumen, and the ability to work with quantitative and business teams.
Key Responsibilities
- Develop SQL queries to retrieve complex data involving business logics
- Build automated reports on Excel & visualization tools
- Build and maintain recurring metrics and reports
- Ad hoc data retrieval and analysis using relational databases, Excel, and other data management systems
- Conduct deep dives to identify business performance trends, customer pain points, and potential opportunities for reducing defects & costs
- Support program managers during large-scale feature, product, and business launches
- Plan and execute multiple projects, collaborating cross-functionally and geographically
A Day in the Life
- Data Extraction: Bringing forward data in a clear and concise manner to drive business functions and decisions.
- Deep Dives: Conducting deep dives to identify customer pain points and potential solves for reducing concessions & defects.
- Dashboarding: Creating functional and effective dashboards to enable visibility into KPIs for concessions reduction and insight generation into new areas of opportunity.
Qualifications
BASIC QUALIFICATIONS
- 2+ years of Excel or Tableau experience in data manipulation, macros, charts, and pivot tables
- Bachelor's degree in Engineering, Mathematics, Statistics, or similar quantitative discipline
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience with SQL
- Communication skills – ability to communicate complex technical problems in simple, plain stories
PREFERRED QUALIFICATIONS
- Experience working with very large datasets
- Ability to present information professionally and concisely with supporting data
- Ability to work effectively and independently in a fast-paced environment with tight deadlines
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