Amazon · 7 hours ago
Quality Performance Manager, Ring Blink Customer Support Quality Assurance (CSQA) team
Hawthorne, CA
Full-time
Onsite
Mid, Senior Level
$73K/yr - $125K/yr
3+ years expAmazon is seeking an experienced Quality Performance Manager to join their Ring and Blink Customer Support Quality Assurance team. This role focuses on enhancing associate quality through data-driven insights, managing inspection processes, and coordinating cross-functional projects to improve customer satisfaction using AI-driven automation.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Support and own end-to-end associate quality improvement across Ring and Blink Customer Support by partnering with multiple teams
Partner with Quality Insights Manager to translate data insights into clear action plans with owners, timelines, and success metrics
Execute the improvement flywheel: inspection → action → validation → re-inspection
Partner with stakeholders to drive accountability for executing or actioning on quality initiatives that improve associate quality and the customer experience
Support inspection of the quality framework across global operations, ensuring consistent application across channels, regions, and partners
Coordinate QA Framework certifications, calibration processes, and evaluator readiness mechanisms
Monitor framework effectiveness and recommend standards evolution based on outcomes and business needs
Execute quality programs that improve compliance and associate quality
Partner with Learning Experience and Content teams to embed quality standards across the associate lifecycle, ensuring training and content updates result in measurable improvement
Support communication strategies driving adoption of quality frameworks across quality departments, leveraging AI to streamline session recaps and training materials
Attend initiative meetings to establish audit plans and ensure quality framework integration from project inception
Manage multiple concurrent cross-functional projects that support continuous improvement for associate quality and eliminate quality defects impacting customer experience
Establish and maintain standardized project management processes using Jira and Confluence, leveraging AI tools to automate status updates, initiative recaps, and reporting
Support QBR/MBR processes ensuring leadership visibility into quality program health and customer experience impact, using AI to generate insights and presentation materials
Track key quality performance indicators that measure evaluation accuracy, consistency, and business impact
Coordinate with cross-functional project teams to remove blockers and deliver initiatives that measurably improve associate quality and customer satisfaction
Qualification
Required
Experience using data and metrics to improve processes and customer satisfaction
3-5+ years in Quality Assurance with lead or senior analyst experience
Experience supporting multi-team quality programs including framework implementation across multiple channels or regions
Proven track record managing multiple concurrent cross-functional projects with demonstrated delivery success
Experience with contact-center quality programs, quality monitoring, and agent evaluation in high-volume environments
Knowledge of quality evaluation methodologies, calibration processes, and quality frameworks
Analytical skills to translate insights into actionable improvement strategies that drive measurable quality outcomes
Experience coordinating across multiple stakeholder groups including operations, training, content, and technology teams
Proficiency in project management tools (Jira, Confluence) and Microsoft Office
Excellent written and verbal communication skills with ability to create clear, concise communications including status reports, program updates, and stakeholder presentations
Preferred
Can communicate effectively with all levels of the organization
Background as a Quality Analyst, Senior Quality Analyst, or QA Supervisor with hands-on evaluation experience transitioning to quality program execution and cross-functional project coordination
Experience supporting quality program implementation across multiple teams
Familiarity with contact-center quality platforms such as Amazon Connect or similar tools (NiCE, Verint, Calabrio, CallMiner, Observe.AI)
Demonstrated success coordinating quality initiatives across first-party (1P) and third-party (3P) customer service operations
Experience partnering with training delivery teams to integrate quality standards throughout the training lifecycle
Experience with quality inspection processes and framework effectiveness across one or more channels or regions
Knowledge of Lean, Six Sigma, Kaizen, and other Continuous Improvement, Root Cause Analysis, and Process Control methodologies
Experience contributing to executive-level reporting (QBRs, MBRs) with clear communication of program status and risks
Experience leveraging AI tools and automation to drive productivity improvements and accelerate program delivery
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
Company data provided by crunchbase