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Quality Improvement Specialist

hace 2 semanas

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

As a Quality Improvement Specialist at Amzn Support Srvcs Costa Rica, you will have the opportunity to make a meaningful impact on our quality and service standards. Your key responsibilities will include leading a team of QA specialists, performing analytical deep dives, and contributing to the development of reporting systems.

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
  • Develop and implement process improvements to enhance quality and efficiency

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
  • Provide coaching and guidance to team members to ensure successful project delivery

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