*This role is full on site and DOES NOT offer remote option.*
*Please note for this role requires an advanced proficiency (C1) level in both English and Portuguese*
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.
Key job responsibilities
Key job responsibilities
* Define and implement quality metrics for established workflows
* Create prescriptive actions for quality issues
* Partner with customers, operations and internal support teams to optimize workflow quality
* Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements
* Analyze data trends and develop solutions
* Monitor quality performance and coach operations teams
* Create and maintain quality metrics reports
* Handle customer escalations and recommendations
* Evaluate and suggest improvements for quality tools
* Support process documentation and implementation* Advance C1 English and Portuguese proficiency
* Intermediate Excel skills (VLOOKUPS, PIVOTS, formulas)
* Experience in data analysis
* Strong process expertise in data services
* Experience in coaching and process improvement
* Experience working cross functionally with tech and non-tech teams
* Experience in defining and implementing process improvement initiatives using data and metrics
* Strong analytical and problem-solving skills
* Excellence in written and verbal communication
* Demonstrated ability to influence without authority
* Ability to work in ambiguous environments* Experience with speech or language data preferred
* Project management and process improvements experience
* Experience in driving end to end delivery, and communicating results to senior leadership
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
* Knowledge of Lean, Six Sigma, or other quality improvement methodologies. Project management certification (PMP, CAPM, or equivalent)
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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.
