MX/BR/US ES QA Manager
Lagunilla, CR
hace 13 días

Are you passionate about improving the customer experience? Do you live and breathe in a connected world? Does coordinating across teams, cultures and countries sound exciting to you?

We are hiring a Quality Manager for Mexico, Brazil, and US Spanish located in Amazon’s Costa Rica (SJO1) office.

The QA Manager will drive strategy and execution specific to Customer Contact handling, focusing on Quality Assurance Processes and KPIs.

This role offers an exciting opportunity for analytical, creative, forward thinking, digitally-savvy individuals who want to help build the next generation of Customer Service Support for Americas Emerging Markets.

The ideal candidate will be customer-centric, have experience in customer management, have a strong passion on identifying and solving problems, and have a proven history of executing initiatives with high level of ambiguity.

The QA Manager will understand the business metrics, identify 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.

The QA Manager will raise the bar of the standards to drive a stronger customer-centric experience for each of the marketplaces.

Key Responsibilities include :

  • Lead the Quality Assurance (QA) of the entire network (multiple sites) by managing a team of QA Analysts
  • Work with other 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 in customer related data and 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
  • Develop and design essential reporting to review trends, emerging issues, and site under performances.
  • Provide CS Operations with a holistic view of customer performance and identify the levers which will drive improvements
  • Create and deliver daily, weekly, monthly, quarterly, and yearly call outs to Senior leaders, including Site Leaders, and Country Leaders
  • Develop a proactive Quality Assurance department to help raise the bar across all marketplaces and sites
  • Contribute to the development of reporting systems for all levels of the customer journey
  • Individual in this role will :

  • Relentlessly 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
  • Proven ability to build credibility and impact 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
  • Constantly communicate (written, and oral) with senior leaders
  • 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
  • Bachelor’s Degree
  • At least one year of experience managing large groups of people in a fast paced environment.
  • At least one year of track record of experience in analytics, consulting or corporate roles
  • Exceptional analytical skills with great attention to detail
  • Strong ability to develop and engage a team
  • Ability to identify and solve problems
  • Ability to manage a strong level of ambiguity
  • Self driven
  • Ability to interpret complex, large data sets in easy to understand narrative, tables
  • Ability to manage and influence remote teams in a multi-geography operation
  • Experience in implementing short and long action plans to deliver KPIs
  • Very strong verbal and written communication skills
  • Full English Proficiency
  • Strong computer skills (e.g. Excel, SQL)
  • Six sigma certification
  • Previous experience in Customer Service
  • Knowledge of statistical packages
  • Experience in reporting or coding
  • Portuguese Language
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