The COVID Resource Center (CRC) supports Amazonians with all of their work and HR questions about COVID, including navigating options for time away from work and questions about Amazon’s onsite COVID testing program.
Additionally, the CRC are absence specialists, and process absence claims for Amazonians needing to take time away from work due to COVID.
The CRC operates with empathy, speed and attention to detail, and we are passionate about helping our fellow Amazonians.
We are currently hiring a CRC Quality Manager to oversee our Quality program administration. This new team will be dedicated to servicing the disability, leave, and accommodation space.
The Quality Manager will directly supervise a team of Quality Analysts responsible for evaluating the service provided to Amazon employees by the CRC through audits of calls, and provide direct feedback to CRC 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 CRC provides for Amazonians;
and also has leadership responsibilities for the Quality program, in partnership with other Quality organization peers.
Position Responsibilities :
People Management :
Leads and develops a team of 30 Quality Analysts and 1 Quality Team Manager. 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.
Program Management :
Be a champion for the Quality Program philosophy and initiatives.
Consult with CRC 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.
3 years experience in people management
4+ years experience in a quality or coaching position that focused on auditing the work of employees and providing feedback
Bachelor's Degree in related field of study
Excellent verbal and written communication skills
Experience working with a global leadership team and effectively driving changes across geographies
Flexible work hours to accommodate meetings with international partners
Experiencing working in a leadership, quality or training position in a contact center environment or similar operational environment
Amazon CRC / ERC / DLS experience preferred
Amazon is committed to a diverse and inclusive workplace.