Quality Manager, Erc

hace 6 días


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

2 years experience managing a team
- 2 years experience in a quality or coaching position that focused on auditing the work of employees and providing feedback
- Experiencing working in a leadership, quality or training position in a contact center environment or similar operational environment
- Bachelor’s degree or equivalent experience

Job summary
Join Amazon's HR Employee Resource Center (ERC) team and help make a difference for all Amazonians The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels - phone, web case and chat. The ERC primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams. The ERC team is comprised of approximately 2,000 associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in nine locations globally.

We are currently hiring an ERC Benefits Quality Manager to oversee our Quality program administration. The Quality Manager will directly supervise a team of Quality Analysts responsible for evaluating the service provided to Amazon employees by the ERC through audits of calls, and provide direct feedback to ERC employees. The Quality Manager inspires relentless customer experience advocacy, guides individual and team performance expectations and goals, provides individual coaching and career development support, and serves as a leader and point of contact for escalated issues and Quality Program related questions and concerns. This leader is responsible for the day-to-day people management of the Quality team, inspiring them to continue to raise the bar on the service the ERC provides for Amazonians; and also has leadership responsibilities for the Quality program, in partnership with other Quality organization peers.

Key job responsibilities

**People Management**:

- Leads and develops a team of 10-20 Quality Analysts. Ensures high service delivery and execution
- Achieves team performance goals and objectives in line with the network wide vision and goals.
- Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include 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.
- Consult 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.
- Experience working with a global leadership team and effectively driving changes across geographies - Excellent verbal and written communication skills - Experience working with Amazon CRC/ERC/ERC-DLS programs


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