Massachusetts Jobs

Description

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

• 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

Basic Qualifications

• Business English proficiency

• Intermediate Excel skills (VLOOKUPS, PIVOTS, formulas)

• Experience in Machine Learning/Data Labeling • Strong process expertise in data services

• Experience in coaching and process improvement

• Analytical and problem-solving capabilities

Preferred Qualifications

• Experience with speech or language data preferred

• Ability to work in ambiguous environments

• Project management experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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 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.