Senior Quality Manager - Customer Service

Sr Quality Manager, Amazon Customer Service

Description

Amazon's DART (Dynamic Andon Response Team) Customer Service organization is seeking a Sr Quality Manager to lead its Quality & Compliance program across CS India operations. This is a high-impact leadership role embedded within one of Amazon's most customer-centric functions, where quality isn't just a metric — it's the foundation of every customer interaction.
As the single-threaded leader of the Quality & Compliance program, the Sr Quality Manager will own the end-to-end quality strategy for DART Customer Service, driving measurable improvements in customer experience through innovative, data-driven approaches. The role sits at the intersection of operations, analytics, and technology — offering a unique opportunity to shape how Amazon leverages speech and text analytics, machine learning algorithms, and advanced automation to redefine transactional quality at scale.
Leading a team of approximately quality analysts and managers, this role is instrumental in translating Amazon's customer obsession into actionable quality frameworks. The most exciting aspect of this position is the ability to architect a quality strategy from the ground up — one that works backwards from the customer and harnesses ground breaking analytical models to drive continuous improvement across a large, dynamic operation.

Key job responsibilities
- Own and lead the Quality & Compliance program for DART Customer Service as the single-threaded leader, building and developing a high-performing QA organization of quality analysts and managers while shaping the team's direction and keeping them focused on delivering the right results.
- Create and execute a transactional quality strategy for CS India operations that works backwards from customer experience, leveraging advanced analytical models including speech/text analytics and machine learning algorithms to drive continuous quality improvement.
- Collaborate with Global Quality teams and cross-functional stakeholders, guiding the CS India Quality team to partner on DART Associate controllable quality parameters and supporting business analytics requirements for ongoing program and project implementations.
- Enable the team to design, develop, and maintain scaled, automated, user-friendly systems, reports, and dashboards, while partnering with operations teams to consult, develop, and implement automated reporting/process solutions and process improvements.
- Understand Amazon's core business values and initiatives, driving small to medium operational enhancement projects and building positive, productive relationships with stakeholders through strong communication skills and high influence without authority.

This role is ideal for a strategic, analytically minded leader who thrives in fast-paced environments and is passionate about using data and technology to elevate the customer experience at global scale.

Basic Qualifications

- Experience with Microsoft Office including Excel and Word
- 5+ years of experience in a Program management and/or Business Analysis role
- A bachelor's degree, or higher, in operations, or a related field, is required. The ideal degree would be in engineering, operations, supply chain or a related field
- Demonstrated ability to manage and develop large high-performance teams of analysts/managers and manage operational, organizational and financial elements.
- Demonstrated ability to understand and build a multi-layered stakeholder connect model and consistently highlight quality team’s investments as a part of the business strategy
- Command in Excel and other MS Office programs, reporting and data analytics including major data visualization tools including Tableau/QuickSight/Power BI etc.

Preferred Qualifications

- Bachelor's degree, or MBA in management, business administration, economics, engineering, marketing
- Bachelor's degree or advanced studies in a quantitative field (engineering, economics, math, and statistics)
- Experience with advanced analytics
- Experience with AWS data warehouse and reporting technologies like Redshift, Athena, S3, etc.
- Experience in quality assurance engineering

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