ERC Quality Manager
Amazon
Calle Blancos, San Jose, CRI
hace 4 días

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.

  • This leader is responsible for the day-to-day people management of the Quality team, inspiring them to continue to raise the bar on the service the ERC provides for Amazonians;
  • and also has leadership responsibilities for the Quality program, in partnership with other Quality organization peers.

    Position Responsibilities :

    People Management :

  • Leads and develops a team of 10-20 Quality Specialists. Ensures high service delivery and execution, as well as global parity with quality teams at other ERC service hubs.
  • Achieves team performance goals and objectives in line with the network wide vision and goals.
  • Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees;
  • planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

  • Identifies and eliminates barriers to quality, customer experience, and learning.
  • Program Management :

  • Be a champion for the Quality Program philosophy and initiatives.
  • Consult with ERC leaders to raise gaps and trends that impact the customer experience and ensure appropriate actions are taken to close those gaps.
  • Uses voice of the customer data to enhance the customer experience.
  • Responds to inquiries and escalations from team, internal business partners, and customers including senior leadership teams.
  • Manages relationships with key internal and external stakeholders, partnering closely with them for process enhancement.
  • Performs and oversees audits of team’s work. Assists in developing and approving guidelines.
  • Experience working with a global leadership team and effectively driving changes across geographies
  • Experiencing working in a leadership, quality or training position in a contact center environment or similar operational environment
  • Amazon ERC experience preferred
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