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; team's 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. 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

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

Bilingual (Spanish, Japanese, Portuguese, French)

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.

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