Amazon · 23 hours ago
Quality Insights Manager, Ring Blink Customer Support Quality Assurance (CSQA) team
Hawthorne, California, USA
Full-time
Onsite
Mid, Senior Level
$73K/yr - $125K/yr
3+ years expAmazon is seeking a Quality Insights Manager for their Ring Blink Customer Support Quality Assurance team. This role focuses on leveraging data-driven insights and AI tools to enhance associate performance and customer satisfaction through effective analytics and reporting.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Surface trends, themes, and systemic defects to improve associate quality and customer experience
Translate quality insights into clear, actionable problem statements that enable stakeholders to develop improvement strategies and measurably enhance associate quality and customer satisfaction
Ensure insights are prioritized based on criteria (risk, scale, and customer impact)
Maintain clear documentation of insights, assumptions, and confidence levels
Inspect and validate quality data inputs across human and automated evaluations
Identify and resolve gaps in measurement accuracy, consistency, and reliability
Ensure multilingual parity in quality evaluation across all supported languages
Partner with automation and quality teams to improve data integrity
Own dashboards, reporting views, and analytical frameworks that support proactive quality management
Use AI tools to accelerate analysis, trend detection, and insight generation
Support development of predictive models to forecast performance trends and identify emerging risks
Ensure insight outputs remain clear, explainable, credible, and actionable for non-technical stakeholders
Support ad-hoc reporting requests for organizational and departmental initiatives, ensuring timely delivery of insights that inform strategic decisions
Present insights clearly to stakeholders with risk assessment and recommended focus areas
Escalate appropriately when insights are not acted upon or when data indicates growing customer impact
Partner with cross-functional teams including Data Science, Product, and Technology to refine evaluation datasets and improve model performance
Monitor measurement systems and recommend improvements to ensure they evolve with business needs and maintain accuracy at scale
Monitor reporting mechanism effectiveness and recommend measurement standard improvements based on outcomes, business needs, and stakeholder feedback to maintain relevance and accuracy
Qualification
Required
Experience using data to drive root cause elimination and process improvement
3-5+ years in Quality Assurance with senior-level, lead, or consultative responsibilities
Experience in contact-center quality programs, quality monitoring, or agent evaluation
Experience using advanced analytics and statistical methods to contribute to customer satisfaction improvements
Experience executing analytics programs, delivering insights, and communicating results to managers
Experience with data visualization tools (AWS QuickSight, Tableau, Power BI)
Experience running metrics reports, analyzing data to identify problems, and using data analysis to generate and explain metrics
Active use of AI tools for productivity, analytics, and insights generation
Preferred
Background as QA Supervisor with hands-on evaluation experience
Experience supporting or scaling QA programs in enterprise environments
Experience with contact-center quality platforms (Amazon Connect, NiCE, Verint, CallMiner)
Experience with statistical models and data visualization using AWS QuickSight, Tableau, Power BI
Experience in at least one modern scripting or programming language (Python, Java)
Experience in test automation and conversational AI/GenAI evaluation (semantic similarity, grounding checks, behavior prediction)
Experience with GenAI test techniques (prompt evaluation, hallucination detection, golden datasets, guardrails, API testing)
Experience with database management including ETL and call center metrics (AHT, FCR, CSAT, NPS)
Experience with technology platforms, data architecture, AI-based quality systems; translating operational needs to technical requirements
Benefits
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Paid time off
Parental leave
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
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