O pozici
Amazon Candidate Connection Services (ACCS) supports millions of candidates annually with hiring-related inquiries across Operations fulfillment pipelines. Associates resolve questions ranging from application status and scheduling to onboarding support, delivering consistent and exceptional candidate experiences across five contact channels—SMS, chat, inbound phone, email, and outbound—in 8 languages across 13 countries.
The ACCS Quality team, as part of the broader Global Candidate Operations organization, provides data-driven insights to elevate associate and vendor performance across ACCS Tier 1 candidate service interactions. ACCS Quality partners across Operations, Learning, Content, and Technology to implement enhancements that drive candidate satisfaction and hiring funnel efficiency.
Co budeš dělat
- Conduct end-to-end quality audits across ACCS Tier 1 candidate interactions, evaluating associate performance across SMS, chat, inbound phone, email, and outbound channels
- Partner with the Quality Manager to translate audit findings and data insights into clear action plans with owners, timelines, and success metrics
- Execute the improvement flywheel: audit → action → validation → re-audit
- Partner with stakeholders to drive accountability for executing quality initiatives that improve associate performance and the candidate experience
- Support execution of the quality framework across global operations, ensuring consistent application across channels, regions, and vendor partners
- Coordinate calibration sessions, evaluator readiness activities, and certification processes to maintain audit consistency
- Monitor framework effectiveness and recommend standards evolution based on audit outcomes and business needs
- Support quality programs that improve compliance and associate performance across 1P and 3P operations
- Partner with Learning 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 teams, leveraging AI to streamline session recaps and training materials
- Participate in initiative meetings to establish audit plans and ensure quality framework integration from project inception
- Manage multiple concurrent audit workstreams that support continuous improvement for associate quality and eliminate defects impacting candidate experience
- Establish and maintain standardized tracking processes using available project management and case management tools (Amazon Connect, Jira, Confluence), leveraging AI tools to automate status updates, audit recaps, and reporting
- Support WBR/MBR/QBR processes ensuring leadership visibility into quality program health and candidate experience impact, using AI to generate insights and presentation materials
- Track key quality performance indicators including evaluation accuracy, audit pass rates, SLA adherence, and candidate satisfaction scores
- Coordinate with cross-functional teams to remove blockers and deliver initiatives that measurably improve associate quality and candidate satisfaction
Koho hledáme
- Experience using data and metrics to improve processes and candidate/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 and Microsoft Office
- Excellent written and verbal communication skills with ability to create clear, concise communications including status reports, program updates, and stakeholder presentations
Benefity
- Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.
- 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.
