Senior Quality Assurance Manager, Global Team Lead

hace 9 horas


San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

About the Role:

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The Senior Quality Assurance Manager will be responsible for leading a team of quality auditors globally to deliver regular metrics and analysis of the overall health of the Disability Leave Services (DLS) program.

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This role requires collaboration with internal and external stakeholders across geographic boundaries and varying levels of the organization. The successful candidate will have demonstrated proficiency in identifying gaps in standard work for resolution and expert knowledge of the Leave and Accommodation program.

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Key Responsibilities:

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  • Lead quality control for defined processes and geographies">
  • Develop and lead a team of quality auditors to deliver on daily standard work and monthly deliverables">
  • Use data analysis, user research, benchmarking, and audits to drive continuous improvement for the quality program">
  • Create and present regular monthly reports and dashboards to DLS leadership">
  • Contribute to the development and implementation of the Quality Management System (QMS)">
  • Identify areas for process improvement and collaborate with internal teams and business groups to adopt improvements">
  • Coordinate with compliance, audit, and quality resources to ensure high standards for frustration-free experiences">
  • Facilitate learning solutions in physical or virtual settings">
  • Evaluate solutions for quality, business impact, and scalability">
  • Communicate effectively across all levels on operations and program progress">
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Requirements:

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  • Bachelor's degree in Finance, HR, IT, or a related field">
  • Four years of experience in quality-related fields such as auditing, ACES, Six Sigma, Lean, quality assurance, risk management, or process improvement">
  • Three years of leadership experience, including managing direct and indirect reports">
  • Excellent customer service and communication skills">
  • Intermediate to advanced Microsoft Office skills, with a focus on Excel, Access, and SharePoint">
  • Strong time management and organizational skills">
  • Ability to analyze, problem-solve, organize, and manage multiple priorities">
  • Excellent interpersonal skills and ability to convey complex information">
  • ASQ certifications">
  • Six Sigma Green Belt or Lean Certification">
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About Amzn Support Srvcs Costa Rica:

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Amzn Support Srvcs Costa Rica is a global leader in providing support services. Our company culture values innovation, collaboration, and customer satisfaction.

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We Offer:

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  • A dynamic and inclusive work environment">
  • Ongoing training and development opportunities">
  • A competitive salary and benefits package">
  • Opportunities for growth and advancement">


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