Amazon Flex Investigation and Offboarding (Flex I&O;) is looking for a Quality Manager to lead and develop our quality assurance functions. The Flex I&O; teams mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense. This role is responsible for building and maintaining quality assurance frameworks and driving continuous improvement initiatives to ensure the highest standards of performance compliance and operational readiness are maintained across all queues and geographies.
The ideal candidate is an experienced leader who is passionate about raising the quality bar building scalable audit frameworks and coaching analysts to deliver consistent data-driven insights that strengthen the Flex I&O; operation. You will work closely with Program Managers Team Managers and cross-functional stakeholders to translate audit findings into actionable improvements.
Key job responsibilities
Serve as a subject matter expert for quality assurance for the Flex I&O; team providing guidance and support to specialists
Develop and maintain QA processes methodologies and best practices aligned with Flex I&O; standards
Establish and monitor quality metrics and KPIs to measure case accuracy compliance trends and training effectiveness across all queues and markets
Conduct regular audits and calibration sessions to ensure consistent scoring adherence to SOPs translating findings into targeted training plans and process improvements
Collaborate with Program Managers Team Managers and stakeholders to identify knowledge gaps process changes and training needs and develop content to address them
Manage personal workload and priorities to meet audit volume targets and training delivery schedules in a fast-paced setting
Drive automation initiatives and implement tools to improve audit efficiency training delivery and reporting
Report on quality metrics training effectiveness and trends to senior leadership highlighting risk areas and recommending solutions
- 2 years of people management experience
- Experience developing or managing quality assurance programs audit frameworks or root cause analysis to drive improvements
- Familiarity with process improvement methodologies (Lean Kaizen Six Sigma) or instructional design and e-learning platforms
- Bilingual (Spanish Japanese Portuguese French)
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