Amazon

Quality Manager

2 months agoHyderabad, India

DESCRIPTION

Amazon, a Fortune 500 company is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers. At Amazon, we strive to be Earth's most customer-centric company, where customers can find and discover virtually anything they want to buy online. We hire the world's brightest minds and offer them an environment in which they can relentlessly improve the experience for our customers. We want you to help share and shape our mission to be Earth's most customer-centric company.

Amazon Employee Services team in India is looking for a Quality Manager who will be driving key Quality deliverables for the Data Management work streams for US, Non US and APAC regions. He would be focusing on reviewing the Quality trends received from the audit data and other team performance related metrics to enhance the existing processes, streamlining operational inefficiencies, creating relevant training guides/materials and distributing communication aids to the teams. The manager should create a supportive relationship with the delivery team, raise the bar for our customers and promote a culture of ownership. Success of the role measured via Quality metrics - improvement in quality performance and automations identified in Audit processes.

Roles and Responsibilities:
1. Design and Establish Quality Frameworks in alignment with the operations Quality goals.
2. This position will develop clear Quality metrics, reporting them at a service and transactions level to understand the business impact. Metrics would be tracked against service objectives, lead improvement initiatives and encourage a culture of efficiency and innovation
3. Deliver solutions to complex problems through in-depth data analysis and forensics by using methodical approaches, along with experience, innovation and judgment to make decisions that may be based on partial information, To review and provide feedback on quality of improvement initiatives and benefits realized.
4. This position will identify the opportunities that address process gaps, process inefficiencies, or emerging service requirements and develop the business case for new initiatives and provide required Quality management support. This person must have strong Quality management skills and thrive on solving problems that require a new way of thinking.
5. Execute on assigned project components & drive medium-high impact projects.
6. Coordinates ad-hoc operational reports, status updates & proposals on a need basis.
7. Collaborates with other Quality managers on best practices/knowledge sharing and coaching styles.
8. Facilitates knowledge for Employee Services employees on of different resources, such as PeopleSoft, Remedy, Recruiting Systems etc.
9. Contributes to a positive team environment by proactively aiding teammates with difficult customer contacts/cases (as applicable) and demonstrating effective communication and cooperation with other team members (including other teams)
10. To create continuous feedback channels with global services owners and leaders on Quality framework and goals.
11. Build and maintain successful partnerships with the ES Services team, ES stakeholders and key business sponsors across regions and global HR Services.
12. Developing team capabilities: This position will work at an individual and team level to develop related Quality skills, provide stretch opportunities to advance the team and provide career development opportunities for team members.

BASIC QUALIFICATIONS
• Bachelor's Degree, advanced college education or certifications in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)
• 10+ years of experience in a Quality Management with overall 14 years.
• Excellent verbal and written communication skills.
• Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
• Strong attention to detail and organizational skills.
• Technical skills (VBA Macro, Share Point, BI tools)

PREFERRED QUALIFICATIONS •
• 5+ years of HR Experience.
• Previous Experience in Quality domain is mandatory. Hands on experience in driving the Quality initiatives across functions/ regions.
• Significant Coaching and Mentoring Experience.
• Ability to handle multiple projects driving Quality initiatives
• Reporting and analytics Experience.
• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
• Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
• Ability to push back, foresee potential issues, and advocate for relentless improvement.
• Ability to effectively motivate small groups.

BASIC QUALIFICATIONS

BASIC QUALIFICATIONS
• Bachelor's Degree, advanced college education or certifications in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)
• 10+ years of experience in a Quality Management with overall 14 years.
• Excellent verbal and written communication skills.
• Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
• Strong attention to detail and organizational skills.
• Technical skills (VBA Macro, Share Point, BI tools)

PREFERRED QUALIFICATIONS

PREFERRED QUALIFICATIONS
• 5+ years of HR Experience.
• Previous Experience in Quality domain is mandatory. Hands on experience in driving the Quality initiatives across functions/ regions.
• Significant Coaching and Mentoring Experience.
• Ability to handle multiple projects driving Quality initiatives
• Reporting and analytics Experience.
• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
• Demonstrates superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
• Ability to push back, foresee potential issues, and advocate for relentless improvement.
• Ability to effectively motivate small groups.

Job ID: Amazon-1447569