The Amazon Support Ops MEDIC team required a full restructure of their Standard Operating Procedures and training program. This team is responsible for auditing work submitted by warehouse and corporate associates.

The first step was to survey the team's customers. Feedback from associates indicated that the main concern was MEDIC's unpredictable auditing practices that did not align with training material. An average of 40% of the surveyed associates expressed that the erratic feedback stopped them from reading their communications altogether.
After some training and gathering of current team documentation, I rewrote their SOP to provide exact, step-by-step guidance and restructured the information for accessibility.