LEO Support Quality and Continous Improvement Manager, Leo Customer Support
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I korthet
Amazon is looking for a LEO Support Quality and Continuous Improvement Manager to lead the quality assurance function for its Customer Experience & Support organization, spanning both B2B and B2C channels. The ideal candidate is a certified Six Sigma Black Belt with experience in driving quality transformation in complex support environments.
Ansvarsområden
- Directly evaluate and improve the quality of technical support interactions including satellite network troubleshooting, connectivity diagnostics, account management, and service configuration support.
- Establish mechanisms to systematically identify and drive resolution of repetitive or serious customer support problems.
- Simplify and reduce operational expenditure through quality-driven process optimization.
- Define, implement, and govern the end-to-end quality assurance framework across all support tiers, channels, and customer segments.
- Lead structured improvement programs using Six Sigma, root cause analysis, and statistical process control.
- Define and track quality KPIs including Quality Assurance scores, Critical Error Accuracy, First Contact Resolution, CSAT/NPS correlation to quality, and cost-of-poor-quality metrics.
- Connect quality findings with customer sentiment data and translate feedback signals into actionable quality improvement initiatives.
- Drive calibration programs across internal and outsourced support teams to ensure consistent quality evaluation.
- Develop quality standards tailored to technical support interactions for Enterprise Partner, Telco, and SATCOM customers.
- Partner with Training, Content, Operations, and Product teams to close quality gaps.
- Establish quality contractual requirements, monitoring frameworks, and performance management processes for outsourced support partners.
- Create the quality program roadmap and influence senior leadership on investment priorities, technology enablement, and resource allocation.
Krav
- Experience as a manager with a track record of success
- Experience leading cross-functional projects and managing large, complicated programs
- Bachelor's degree or equivalent, or experience in Engineering, Operations, Business Administration, or a related field
- Experience developing and implementing KPI goals and strategies based on broader organization goals
- Six Sigma Black Belt Certification, or Six Sigma Master Black Belt
- 7+ years of experience in quality management, quality assurance, or continuous improvement within customer support or contact center operations
- Knowledge of COPC concepts
Önskade kvalifikationer
- Experience driving projects to improve operations and support-related processes
- Experience handling large enterprise technical customer escalations
- Experience in AWS services
- Experience in project and program management and delivering key business outcomes
Förmåner
- Inclusive culture empowering Amazonians to deliver the best results for customers.
- Workplace accommodation and adjustment support for individuals with disabilities during the application and hiring process.
#Amazon Leo#Operations#IT#Support Engineering
Företag
Amazon
Publicerade jobb
för 1 vecka sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Senior
Platser
Hyderabad, India
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Kandidatexamen
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