Account Health Support Global Quality Assurance Program Manager

Job description

DESCRIPTION

Account Health Support (AHS) Global Quality Assurance Program Manager (L4)

Job Description

The Seller Trust team builds trust with Amazon Sellers worldwide by creating a fair, consistent, and transparent performance management experience. We protect Amazon Customers by ensuring that they receive the same level of service and great experience regardless of who they order from on Amazon.

We are looking for a creative, experienced Quality Assurance Program Manager for Amazon's Seller outreach program. This program protects Buyers while creating a great experience for Amazon Sellers by inventing processes to intervene early when Sellers show signs of under-performance on the marketplace. Our team has world-wide scope and responsibility for developing and implementing this outreach and education program across all of Amazon's retail websites.

The Global Quality Assurance Program Manager sets quality measurement strategies and develops the processes and tools to execute that strategy. They focus on identifying process defects and provide auditing insights to global sites and the global quality team. They execute audits in support of the quality assurance process and deliver results to operations management to improve performance. The Global Quality Assurance PM also provides inputs to training and SOP development, tool improvements, and policy revisions.

Company Culture Steward:
· Understands Amazon culture around leadership principles and values.
· Demonstrates values and principles as they interact with employees and managers.
· Incorporates values and principles into the quality assurance program.

Summary of Responsibilities:
· Develop and maintain a global quality assurance program.
· Develops a mechanism and narratives to communicate quality findings to leadership.
· Serves as the primary quality liaison to the global site leaderships.
· Identifies cross site level common defects and partner with the Training PM to improve training materials accordingly.
· Develops and maintains best practices for process adherence.
· Share findings for process and tools improvement with the global network.

Measuring Results:
· Analyzes data and creates reports.
· Uses appropriate judgement to balance use of and application of anecdotal data related to the success of the deliverable and is able to theme it with the other results/data.
· Data collected is internally consumed.

· Gathers and does initial analysis on deliverable impact.

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

QUALIFICATIONS DE BASE

Basic Qualifications:
· 2+ years as a program manager
· Exceptional written and oral communication skills in English
· Experience developing processes, SOP development, and working with operational teams
· Exceptional organizational skills, and ability to work independently and autonomously
· Demonstrated ability to work under time pressure and meet performance goals
· Self-motivated with critical attention to detail, deadlines, and reporting
· Demonstrated skill and passion for problem solving and operational excellence
· Proven track record of overcoming obstacles to achieve a goal

QUALIFICATIONS APPRÉCIÉES

Preferred Qualifications:
· Bachelor's degree in business, project management, or related fields
· Experience with quality assurance in a contact center enironment
· Program/Project management certifications
· Fluency in other languages on top of English
· Core Program and Project Management skills (regular updates, Program flashes, data audits, review meetings, etc.)
· Demonstrated collaborate skills and ability to work well within a team, including adherence to core values and dynamic team cultures

Desired profile

Basic Qualifications:
· 2+ years as a program manager
· Exceptional written and oral communication skills in English
· Experience developing processes, SOP development, and working with operational teams
· Exceptional organizational skills, and ability to work independently and autonomously
· Demonstrated ability to work under time pressure and meet performance goals
· Self-motivated with critical attention to detail, deadlines, and reporting
· Demonstrated skill and passion for problem solving and operational excellence
· Proven track record of overcoming obstacles to achieve a goal