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
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
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