Amazon - Manager - Quality - Digital & Devices Technical Support Team

Job Description :

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, If so, the Digital and Devices Technical Support (D2TS) team is hiring a WW English QA Manager located in Amazon's Costa Rica and Hyderabad office.

The WW English D2TS QA Manager will drive strategy and execution specific to D2TS 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 Digital and Devices Customer Service (D2CS) building next generation Technical Support. The ideal candidate will be customer centric, have a sound understanding of digital products and their life cycle, customer experience management and a proven history of driving initiatives. The WW English D2TS QA Manager will understand the business metrics, build a story which summarizes holistic quality performance, identify solutions and implement the necessary actions across languages and marketplaces. He/she will then own those actions and drive the required changes with his team and stakeholders, leading to improved performance. The QA Manager will raise the bar of the standards to drive a stronger customer centric experience for Amazon Digital and Devices Customers.

This role would report into D2TS Sr.Site Leader or Director, D2TS Operations.

Location: Hyderabad

Key Responsibilities include :

- Lead the Quality Assurance (QA) function for multilingual D2CS Technical Support, across all sites, managing distributed team of QA Specialists

- Work with Intelligence and Analytics D2CS 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

- Provide D2TS 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

Individuals 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.

- 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.

- 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

Basic Qualifications :

- Bachelor's Degree

- 5+ years of experience in consulting or corporate roles

- Previous experience in Customer Service

- Exceptional analytical skills with a great attention to detail

- People management skills with remote team management experience

- Strong communication skills and able to conduct business in English

- Strong computer skills (e.g. Excel) and the willingness to develop those further

Preferred Qualifications :

- MBA

- Six sigma Green Belt or Black Belt certifications

Amazon is an equal opportunity employer. Amazon or its Recruitment Partners do not charge any fee or security deposit from the candidate for offering employment.