CS Quality and Training Manager, Global Outsourcing

CS Quality and Training Manager, Global Outsourcing

Description

Earth’s Most Customer Centric Company is seeking an all-star leader to join our Global Outsourcing (GO) team within the WW Customer Service organization. As the GO Quality and Training Manager for our Partners in India, you will be responsible for developing and managing our Amazon.in outsourced network quality assurance and training processes, cultivating operational excellence and partnering with Amazon teams to positively impact customer experience. This is a senior level role with a heavy focus on process design, data analytics and continuous improvement.
The right candidate will draw from previous work experience designing and deploying global quality assurance processes in a multi-site world-class customer support operation, and is ready to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about legendary customer experiences, passionate about solutions and love getting into the weeds on any and all issues.

Key job responsibilities
• Support the overall quality program and auditing process to develop, compile and distribute standardized reports to ensure work is performed and results are achieved in accordance to Amazon policies, procedures and philosophy
• Leverage available data sources to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure vendor performance
• Provide clear insight into performance drivers and the levers which impact performance (data analytics, regression analysis, root cause analysis and development of corrective actions)
• Facilitate Knowledge sharing & benchmarking among partners to draw upon best practices to boost synergy & expertise
• Partner with GO sites and India Network to strengthen diagnostics & in-sighting capabilities with a view to sharpening Root Cause Analysis (RCA)
• Lead weekly quality calibrations to ensure consistency and continuity across the GO partner network specific
• Provide day-to-day support, guidance and insights to real-time quality issues, escalations and emerging trends
• Work closely with the IN Quality & Training teams to enable parity in training content and process to deliver world class customer experience and reduce time to proficiency
• Lead projects across GO sites and network in areas of defect reduction and customer experience

Basic Qualifications

- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience working cross functionally with non-tech teams
- 5+ years of working with external suppliers experience

Preferred Qualifications

- 5+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field