Sr Quality Manager, Amazon Customer Service

Amazons DART (Dynamic Andon Response Team) Customer Service organization is seeking a Sr Quality Manager to lead its Quality & Compliance program across CS India operations. This is a high-impact leadership role embedded within one of Amazons most customer-centric functions where quality isnt just a metric its the foundation of every customer interaction.
As the single-threaded leader of the Quality & Compliance program the Sr Quality Manager will own the end-to-end quality strategy for DART Customer Service driving measurable improvements in customer experience through innovative data-driven approaches. The role sits at the intersection of operations analytics and technology offering a unique opportunity to shape how Amazon leverages speech and text analytics machine learning algorithms and advanced automation to redefine transactional quality at scale.
Leading a team of approximately quality analysts and managers this role is instrumental in translating Amazons customer obsession into actionable quality frameworks. The most exciting aspect of this position is the ability to architect a quality strategy from the ground up one that works backwards from the customer and harnesses ground breaking analytical models to drive continuous improvement across a large dynamic operation.

Key job responsibilities
- Own and lead the Quality & Compliance program for DART Customer Service as the single-threaded leader building and developing a high-performing QA organization of quality analysts and managers while shaping the teams direction and keeping them focused on delivering the right results.
- Create and execute a transactional quality strategy for CS India operations that works backwards from customer experience leveraging advanced analytical models including speech/text analytics and machine learning algorithms to drive continuous quality improvement.
- Collaborate with Global Quality teams and cross-functional stakeholders guiding the CS India Quality team to partner on DART Associate controllable quality parameters and supporting business analytics requirements for ongoing program and project implementations.
- Enable the team to design develop and maintain scaled automated user-friendly systems reports and dashboards while partnering with operations teams to consult develop and implement automated reporting/process solutions and process improvements.
- Understand Amazons core business values and initiatives driving small to medium operational enhancement projects and building positive productive relationships with stakeholders through strong communication skills and high influence without authority.

This role is ideal for a strategic analytically minded leader who thrives in fast-paced environments and is passionate about using data and technology to elevate the customer experience at global scale.

- Experience with Microsoft Office including Excel and Word
- 5 years of experience in a Program management and/or Business Analysis role
- A bachelors degree or higher in operations or a related field is required. The ideal degree would be in engineering operations supply chain or a related field
- Demonstrated ability to manage and develop large high-performance teams of analysts/managers and manage operational organizational and financial elements.
- Demonstrated ability to understand and build a multi-layered stakeholder connect model and consistently highlight quality teams investments as a part of the business strategy
- Command in Excel and other MS Office programs reporting and data analytics including major data visualization tools including Tableau/QuickSight/Power BI etc.

- Bachelors degree or MBA in management business administration economics engineering marketing
- Bachelors degree or advanced studies in a quantitative field (engineering economics math and statistics)
- Experience with advanced analytics
- Experience with AWS data warehouse and reporting technologies like Redshift Athena S3 etc.
- Experience in quality assurance engineering

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