Quality Team Manager
DESCRIPTION
At Americas Stores CS QA Team, we are relentlessly customer-obsessed and continuously innovating to deliver exceptional experiences. We are seeking talented Quality Team Managers to join our dynamic, cross-functional QA team in Colombia and play a pivotal role in shaping the future of our customer service operations. In this role, you will report to the Quality Assurance Manager, manage and mentor a team of Quality Analysts and Data Analysts, oversee the auditing of customer contacts, transactional monitoring, and data mining to identify coaching opportunities to drive operational excellence. You will collaborate closely with operations leaders, analyzing data, identifying patterns, and recommending actions to mitigate issues and implement sustainable improvements. If you thrive in a fast-paced, customer-obsessed environment and are passionate about driving operational excellence, we want to hear from you. Join us and help shape the future of QA for Americas Stores CS.
Key job responsibilities
* Manage and develop a team of Quality Analysts (L3) and Data Analysts (L3), fostering their professional growth through coaching, mentoring, and feedback.
* Oversee auditing of customer contacts, transactional monitoring, and data mining to identify coaching opportunities for front-line teams.
* Acts as the leader of internal calibration sessions.
* Educate internal stakeholders, schedules and runs the calibration sessions; tracks precision of participants versus him or team as the gauge
* Analyze data, identify patterns, and partner with operations leaders to recommend actions that drive operational improvements.
* Serve as the subject matter expert for Quality monitoring criteria
* Ensure compliance with policies and procedures through targeted audits and reporting violations for corrective actions.
* Takes the minutes, key takeaways and updates and publishes those through a calibration report that is actionable by participants’ leaders
* Collaborate with Data Analysts to provide insights, support data requests, and create/maintain customer service operations dashboards.
* Contribute to business reviews through data storytelling and proficient written communication.
* Support Team Manager coaching by reviewing communications, re-auditing contacts, leading calibration sessions, and conducting coaching certification.
* Define contact samples, analyze inputs, and report on issues, releases, and priorities for sustainable improvements.
* Analyze data and prepare reports on CSA behavior for transaction monitoring. Publishes agent-level reports on outlier agents’ performances on identified KPIs of focus and provides a summary of the top opportunities that impact those KPIs
* Attend Weekly Business Reviews to provide performance insights, coaching calibration, and recommendations.
Key competencies:
* Is the subject matter expert on call monitoring criteria and internal calibration sessions
* Professional approach to working cross-functionally with colleagues across departments, countries, and levels.
* Demonstrated ability to prioritize work, manage multiple projects, and meet deadlines.
* Results-oriented with a bias for action, taking responsibility and ownership.
* Excellent written and oral communication skills, including the ability to communicate with senior managers.
* Strong analytical skills with the ability to dive deep into data and identify insights.
* Self-motivated and able to own workload to deliver results.
* Mechanisms builder
A day in the life
* Conduct daily stand-ups with your team to align on priorities and address any roadblocks.
* Review audit findings and coaching opportunities identified by Quality Analysts.
* Analyze data and customer contact patterns to identify areas for operational improvements.
* Collaborate with operations leaders to present recommendations and drive action plans.
* Mentor and provide feedback to Quality Analysts and Data Analysts, fostering their professional growth.
* Participate in cross-functional meetings to align on initiatives and share insights.
* Attend engagement activities and host bi-weekly 1:1 meetings with direct reports.
* Perform engagement activities and participate in mid-year and year-end talent reviews.
About the team
Americas Consumer Quality Tenets.
1- We are the arbiters of quality. Customer sentiment drives everything we do, and we use it to empower Amazonians to embrace their role in creating a positive experience.
2- Every interaction matters. We leverage our contact intelligence to amplify the voice of the customer by highlighting pain points advocating change, even if they have a minimal impact to metrics.
3- Quality over quantity. Our effort is focused to provide the most significant positive influence on the customer experience, not to meet a contact review quota.
4- Trust the data. We obsess over the integrity of our reporting, allowing our partners to confidently take immediate, practical action.
5- Usability is key. We design quality tools working backwards from our internal customers, ensuring adoption by providing information when and how they need it.
6- Accountability is essential. We hold our team and our operational partners accountable through cohesive quality mechanisms built on processes designed to improve customer experience.
BASIC QUALIFICATIONS
• Must be a college graduate
• Must have at least 2 years of Quality Analyst experience or 1 year as a QA lead or supervisor
• Demonstrated knowledge with Microsoft Office applications especially Excel and SharePoint
• Experience with implementing the calibration process and reporting
PREFERRED QUALIFICATIONS
* Strong analytical skills, ability to identify data trends and patterns.
* Able to clearly communicate in the English language both in verbal and written.
* Strong prioritization and time management skills
* Experience and knowledge in Amazon.com, amazon.com.mx or amazon.com.br customer service.
* Continuous improvement/Kaizen experience.
* Experience creating Quicksight/ Power BI/Tableau Dashboards
* SQL Knowledge.
* Degree in Engineering, Statistics, Computer Science, Mathematics or related field.