Senior Quality Assurance Lead

hace 2 días


Santa Cruz, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

At Amzn Support Srvcs Costa Rica, we strive to deliver exceptional quality and service. As a Senior Quality Assurance Lead, you will be responsible for leading a team of QA specialists in driving contact handling improvements and enhancing processes.

About the Role
  • Lead a team of QA specialists to drive contact handling improvements and enhance processes
  • Take a role in the QA function for Spanish Customer Service, across all sites, working closely with local and distributed teams of QA Specialists
  • Perform analytical deep dives to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions

Key Responsibilities

  • Lead quality improvement projects to meet performance targets and drive continuous improvement
  • Influence the development of quality improvements and training processes, as well as the definition of quality goals
  • Contribute to the development of reporting systems for all levels of the customer journey

Requirements

  • 2+ years of experience in people management and leading teams of analysts
  • Successful track record leading projects, process improvements or operations, possibly in a CS environment
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word
  • Full professional proficiency in Spanish and English

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