Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, web case and chat.
The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages.
ERC associates are located in eight locations globally.
We are currently hiring an ERC Quality Manager to oversee our Quality program administration in support of a new ERC team.
This new team will be dedicated to servicing the disability, leave, and accommodation space. The Quality Manager will directly supervise a team of Quality Analysts responsible for evaluating the service provided to Amazon employees by the ERC through audits of calls, and provide direct feedback to ERC employees.
The Quality Manager inspires relentless customer experience advocacy, guides individual and team performance expectations and goals, provides individual coaching and career development support, and serves as a leader and point of contact for escalated issues and Quality Program related questions and concerns.
and also has leadership responsibilities for the Quality program, in partnership with other Quality organization peers.
Position Responsibilities :
People Management :
planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Program Management :