Quality Assurance Trainer, Training and Quality Control

The Trainer & Quality Auditor is a high-impactful dual role that transforms performance through strategic training design and data-driven quality insights. Youll create engaging learning experiences while conducting audits that uncover critical improvement opportunities. By analyzing performance data and audit findings youll identify skill gaps design targeted interventions and measure real results directly shaping operational excellence and team success.

Key job responsibilities

- Design and deliver instructor-led training programs for new hires and tenured employees ensuring content aligns with accuracy performance goals and operational standards
- Conduct quality audits per cycle evaluating interactions against defined standards and documenting findings with structured actionable feedback
- Analyze audit data to identify performance gaps root causes and systemic issues translating insights into targeted interventions such as refresher training job aids coaching guides or process clarifications
- Track intervention effectiveness using key metrics FCR NRR and initiated call rates and prepare narrative-style performance reports that highlight trends patterns and the measurable impact of interventions on team performance
- Present findings and recommendations to stakeholders in a clear concise format
- Participate in calibration sessions to ensure audit consistency and contribute to the development of quality frameworks and training standards
- Support the exploration of AI-assisted auditing tools to scale quality coverage across multiple languages
- Demonstrate agile support through cross-functional collaboration and quick response to emerging quality and training needs across teams
- Provide hands-on operational support during peak periods or critical business needs including direct case processing when required


- Completed a Bachelors Degree
- Background in Accounts Receivable and/or Accounts Payable is required
- 2 years of experience in communication programming and projects
- 3 years of experience in a Training and Quality role
- Excellent written and verbal communication skills
- Demonstrated ability to plan organize and execute learning interventions and projects from concept to completion
- Proven track record in creating process improvement projects or interventions
- Proficient in MS Office

- Subject matter expertise in Finance and Accounting processes
- Excellent root cause analysis skills
- Familiarity with quality audit tools or learning management systems (LMS)
- Experience with financial systems (Oracle Financials SAP or other ERP
- tools)
- Experience working with multi-cultural multi-national teams
- Excellent organizational and time-management skills
- Experience in AI products and solutions
- Exposure to AI-assisted quality or language analysis tools is a plus
- Flexible in schedule and work load

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.