<p>Description</p> <p>Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations. Their primary responsibility begins with developing robust quality strategies in collaboration with customers and CPMs, encompassing metrics, audit approaches, and specific targets for each workflow. When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions. They maintain a continuous improvement cycle by managing a critical feedback loop between operations and customers, drawing insights from multiple sources including quality auditors, side-by-side observations, and metric analysis. Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements. The specialists serve as key escalation points for customer concerns, providing strategic recommendations based on their deep understanding of processes. They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows. This comprehensive approach ensures quality remains at the forefront of our operational excellence.</p> <p>Key job responsibilities</p> <ul> <li>Define and implement quality metrics for established workflows </li><li>Create prescriptive actions for quality issues </li><li>Partner with customers, operations and internal support teams to optimize workflow quality </li><li>Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements </li><li>Analyze data trends and develop solutions </li><li>Monitor quality performance and coach operations teams </li><li>Create and maintain quality metrics reports </li><li>Handle customer escalations and recommendations </li><li>Evaluate and suggest improvements for quality tools </li><li>Support process documentation and implementation </li></ul> <p>Basic Qualifications</p> <ul> <li>Strong analytical and problem-solving skills </li><li>Basic-level proficiency in English (B1+ or equivalent fluency by Common European Framework of Reference for Languages (CEFR) standards). <em>(for non english lang/locale combos only)</em> </li></ul> <p>Preferred Qualifications</p> <ul> <li>Bachelor's degree </li><li>Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy </li><li>Experience managing stakeholder relationships across departments </li></ul> <p>Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.</p> <p>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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.</p> <p>Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $40,400/year in our lowest geographic market up to $86,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.</p>