WW English Quality Manager for Digital and Devices Tech Support
San Jose, CR
hace 1 día

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online.

Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA.

We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.

We do this every day by solving complex technical and business problems with ingenuity and simplicity. Our Amazon Digital, Device and Alexa (D2AS) team has developed a number of innovative and fast-

growing devices and digital products including Echo, Kindle, Amazon MP3 and Cloud Player, Amazon Instant Video, and many others.

The WW English D2AS Quality Manager will drive strategy and execution specific to D2AS customer contacts, focusing on Quality processes and KPIs.

This role offers an exciting opportunity for analytical, creative, forward-thinking, digitally-savvy individuals who want to Digital, Devices and Alexa Services build next generation Technical Support.

The ideal candidate will be customer-centric, data-driven, have a sound understanding of digital products, customer experience management and a proven history of driving initiatives.

The WW English D2AS Quality Manager will understand business metrics, identify drivers and solutions, set a strategy for the network and implement the necessary actions across marketplaces.

The ideal candidate will also collaborate with stakeholders across the organization and look for new ways to bring technology into quality assurance.

This Quality Manager will raise the bar of the standards to drive a stronger customer-centric experience for Amazon Digital and Devices Customers.

Key Responsibilities include :

  • Work with Intelligence and Analytics D2AS teams to identify customer experience improvement opportunities and to drive process and performance improvements across regions and languages.
  • Monitor and report on Quality metrics, deep dive to identify trends / root causes in order to draw conclusions and design action plans, and long-term Quality strategy.
  • Own the development of robust processes to drive continuous improvement
  • Liaise with the Project, Program, Training Teams to ensure new policies / processes / products are successfully scoped, rolled out and measured against key metrics
  • Provide D2AS Operations with a holistic view of customer performance and identify the levers which will drive improvements
  • Contribute to the development of reporting systems for all levels of the customer journey
  • Lead and develop Quality Analysts
  • Individuals in this role will :

  • Continuously advocate for customers
  • Be highly analytical, with a proven ability to analyze various data sources and identify root cause and defects / drivers of performance
  • Demonstrate ability to operate at both a strategic and operational level
  • Credible and impactful both with Senior Operational and Business Leaders
  • Exhibit professional approach to working with colleagues across different channels, countries, at all levels, in both distributed and local teams
  • Have exceptionally high standards and present exceptional analysis and accurate data insights
  • Able to overcome adversity / resistance to change and influence others to drive the highest results
  • Have entrepreneurial and action oriented with roll up the sleeves’ attitude
  • Thrives in a fast-paced, challenging and deadline driven environment
  • Enjoy working in international cross-functional teams
  • Be an excellent verbal and written communicator to help drive plans across a geographically-dispersed network
  • Bachelor’s Degree
  • Track record of experience in analytics, consulting or corporate roles
  • Exceptional analytical skills with great attention to detail
  • Ability to interpret complex, large data sets in easy to understand narratives
  • Ability to manage and influence remote teams in a multi-geography operation
  • Experience in implementing short and long action plans to deliver KPIs
  • Strong verbal and written communication skills (English language essential)
  • Strong computer skills (e.g. Excel)
  • BA in Statistics, Economics, Engineering, Data Science, Computer Science or other numerical careers
  • Six sigma certification
  • Previous experience in Customer Service
  • Knowledge of statistical packages
  • Experience in reporting or coding
  • All external offers are contingent on the successful completion of a background check.

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