Senior Quality Program Lead, Amazon Support Services

hace 20 horas


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

**Company Overview**

Amazon's HR Employee Resource Center (ERC) team is dedicated to providing exceptional support to Amazon employees worldwide. With a presence in 49 countries and 14 languages, the ERC is a dynamic and fast-paced environment that requires talented individuals to drive quality excellence.

**Job Summary**

The Senior Quality Program Lead will oversee the Quality program administration, directly supervising a team of Quality Analysts responsible for evaluating the service provided to Amazon employees by the ERC through audits of calls. This leader inspires relentless customer experience advocacy, guides individual and team performance expectations and goals, provides individual coaching and career development support, and serves as a point of contact for escalated issues and Quality Program related questions and concerns.

**Key Responsibilities**

People Management:

  Leads and develops a team of 10-20 Quality Analysts, ensuring high service delivery and execution, and achieving team performance goals and objectives in line with the network-wide vision and goals.

  Carries out supervisory responsibilities, including interviewing, training, and motivating employees, planning, assigning, and directing work, rewarding and disciplining employees, and effective conflict resolution.

  Identifies and eliminates barriers to quality, customer experience, and learning.

  Flexible work hours to accommodate meetings with international partners.

Program Management:

  Be a champion for the Quality Program philosophy and initiatives, consulting with ERC leaders to raise gaps and trends that impact the customer experience and ensure appropriate actions are taken to close those gaps.

  Uses voice of the customer data to enhance the customer experience, responds to inquiries and escalations from team, internal business partners, and customers, including senior leadership teams.

  Manages relationships with key internal and external stakeholders, partnering closely with them for process enhancement.

  Performs and oversees audits of team's work, assists in developing and approving guidelines, and experience working with a global leadership team and effectively driving changes across geographies.



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