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

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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