Senior Quality Assurance Lead
hace 2 días
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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