Quality Assurance Manager, TRMS in Calle Blancos, Costa Rica

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers can safely transact online?

The Transaction Risk Management Systems (TRMS) team is charged with safeguarding all Amazon marketplaces to ensure long-term customer satisfaction with their experiences. We achieve this through a combination of automated and manual investigations of the buyers, seller and vendors on multiple marketplaces.

We're looking for a Quality Manager to join TRMS and play an integral part in developing the growing TRMS Quality Team in San Jose. We are tasked with building a world class Quality operation to help drive quality and customer experience advantages for Amazon globally, whilst minimizing defects. As a key member of the TRMS leadership team, you will continually raise the bar on both quality and performance.

We’re a team of passionate quality professionals and are looking for like-minded people to join this exciting space with a key focus on making a difference to both people and process.

Process: As a Quality Manager for multiple functions within TRMS, you will be responsible for identifying, driving and tracking strategic initiatives and measuring results by monitoring quality metrics across the supported functions. You will drive goal commitment ensuring the goals established for the TRMS quality Team are successfully achieved. In this role, you will collaborate with other TRMS Quality Teams across global sites, numerous operational, training and GPO teams to identify solutions that improve both quality process and investigator decision quality performance. You will be able to understand how to identify the right inputs to achieve meaningful outputs, implement closed loop processes and measures to ensure improvements are realized. You will have proven ability to assess situations and guide Quality Specialists toward both short-term and longer-term systemic changes. In this role you will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis.

People: You will build collaborative relationships with other Site quality teams and local operations teams, working closely to create and execute TRMS Quality roadmap. You will also prepare and execute regular program updates on your site performance to senior management. You’ll deliver an effective feedback strategy that conveys progress and maintains engagement from our team, our stakeholders and our business partners. You’ll form part of a team that’s building a compelling rewards strategy that not only provides positive consequences for achievement, but also adds meaning and social value to the investigator experience.

Summary of Responsibilities

· Drive a Process Adherence culture

· Liaise with other TRMS QA sites to calibrate audits, implement best practices and drive performance improvements.

· Monitor and report on Quality metrics, deep dive and identify trends/root causes.

· Partner with Operations, HR and Training to ensure Quality Specialists are constantly evolving, learning and improving.

· Manage the performance of your team through insightful communications, regular 1:1’s, team meetings and reward and recognition programs.

· Provide meaningful and valuable write ups and program reports.

  • 3+ Years proven experience in a Quality Assurance Management role in a contact center environment

  • Proven background of quality related analysis, with ability to draw conclusions and recommend improvement

  • Experience with Six Sigma tools and Lean techniques

  • Strong prioritization, time management and ability to delegate effectively

  • Ability to communicate both written and orally to all supported levels of management

  • High proficiency in Microsoft Excel and SharePoint

  • Previous manager experience in multiple support functions within an Operational/Delivery Excellence environment

  • Working knowledge of SQL

  • You will be comfortable with high volume workload and not be afraid to “roll up your sleeves”.

  • You will have a strong solutions focus and be comfortable working in an environment which demands strong deliverables.

  • For us, the culture fit is non-negotiable – you will have high energy, fantastic communication skills and huge amounts of drive.

    Meet your future team!

AMZR Req ID: 554974

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