Justin West

At Amazon, I audit complex customer and account cases against quality, SLA, policy, and documentation standards. I identify unsupported conclusions, recurring process failures, compliance concerns, and root causes while coordinating escalations across five or more internal teams.

I've designed AI-assisted workflows that structure source information, evaluate outputs against rubrics, enforce grounding requirements, and route work through conditional processes. My CWS Specialist Hub project uses extraction rules, prompt instructions, behavioral guardrails, testing, and human review to improve output consistency and accuracy.

I also created an AI-assisted Lean Six Sigma auditing workflow with weighted scorecards, evidence requirements, compliance gates, defect classification, and corrective-action recommendations. I use DMAIC, 5 Whys, Fishbone Analysis, SIPOC, Pareto Analysis, and FMEA to distinguish isolated issues from systemic quality patterns.

Previously, as an Amazon Learning Ambassador, I trained 60+ associates to a 95%+ competency pass rate and reduced processing errors by 11% through targeted retraining, SOP development, and root-cause analysis. My background also includes technical support, customer operations, compliance, documentation, and high-volume case management.