Amazon

Description

Ring and Blink Customer Support assists millions of customers annually with product and account questions. Associates resolve inquiries ranging from technical support to account management, delivering consistent and exceptional customer experiences.

The Customer Support Quality Assurance (CSQA) team, as part of the broader Neighbor Excellence organization, provides data-driven insights to elevate associate performance across Ring and Blink customer service interactions. CSQA partners across Operations, Learning, Content, and Technology to implement enhancements that drive customer satisfaction.

We are seeking an experienced Quality Performance Manager and AI-forward leader to support end-to-end associate quality improvement. This role executes quality framework initiatives, manages inspection processes, and coordinates cross-functional projects that elevate associate performance and customer satisfaction through AI-driven automation and scaled delivery.

Success in this role means sustained improvement in associate quality across multiple teams and channels, reduced defect recurrence, consistent application of quality standards, and manager confidence in quality outcomes and program execution—achieved through leveraging AI-driven workflows that streamline operations and scale quality framework influence.

Key job responsibilities

Quality Improvement & Delivery

• Support and own end-to-end associate quality improvement across Ring and Blink Customer Support by partnering with multiple teams
• Partner with Quality Insights Manager to translate data insights into clear action plans with owners, timelines, and success metrics
• Execute the improvement flywheel: inspection → action → validation → re-inspection
• Partner with stakeholders to drive accountability for executing or actioning on quality initiatives that improve associate quality and the customer experience

Quality Standards & Framework Inspection

• Support inspection of the quality framework across global operations, ensuring consistent application across channels, regions, and partners
• Coordinate QA Framework certifications, calibration processes, and evaluator readiness mechanisms
• Monitor framework effectiveness and recommend standards evolution based on outcomes and business needs

Quality Program Execution & Stakeholder Enablement

• Execute quality programs that improve compliance and associate quality
• Partner with Learning Experience 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 departments, leveraging AI to streamline session recaps and training materials
• Attend initiative meetings to establish audit plans and ensure quality framework integration from project inception

Operations Management & Performance Visibility

• Manage multiple concurrent cross-functional projects that support continuous improvement for associate quality and eliminate quality defects impacting customer experience
• Establish and maintain standardized project management processes using Jira and Confluence, leveraging AI tools to automate status updates, initiative recaps, and reporting
• Support QBR/MBR processes ensuring leadership visibility into quality program health and customer experience impact, using AI to generate insights and presentation materials
• Track key quality performance indicators that measure evaluation accuracy, consistency, and business impact
• Coordinate with cross-functional project teams to remove blockers and deliver initiatives that measurably improve associate quality and customer satisfaction

A day in the life

You start by reviewing associate quality performance and improvement progress. When the Quality Insights Manager surfaces performance gaps, you own the response - creating action plans with clear owners and timelines. You partner with Operations, Learning Experience, Content, and Technology teams to embed quality standards across the associate lifecycle and drive measurable improvements.

Throughout the day, you attend meetings supporting multiple initiatives across the organization, participate in calibration sessions to ensure QA analyst alignment with evaluation standards, and monitor outcomes continuously. Where quality isn't improving, you escalate appropriately, adjust action plans, validate execution through re-inspection, and partner with stakeholders to drive accountability for executing quality initiatives that improve associate quality and the customer experience.

You leverage AI tools to streamline certification tracking, automate reporting, and accelerate program delivery - freeing time to focus on driving improvement rather than managing process. Your success is visible: defects decline, associate quality improves, and stakeholders trust that the quality framework is driving measurable impact.

About the team

As part of the Neighbor Excellence Team (NET), CSQA operates within Ring and Blink's centralized support excellence organization. NET brings together specialized peer functions—including Neighbor Experience, Learning Experience, Training Delivery, Content and Engagement, Leadership Development, and CSQA—under one leadership structure to drive coordinated improvements in customer service quality.

What makes NET unique is our closed-loop continuous improvement approach. CSQA's quality insights don't just generate reports—they trigger coordinated action across NET's partner functions. When we identify performance trends or improvement opportunities, those insights flow to teams responsible for training, content, leadership development, and customer experience. They take action, and we measure the impact, creating a continuous cycle of improvement that compounds over time to elevate the customer experience.

Our mission is to evaluate customer interactions through our quality framework, conducting inspections across various channels. We facilitate regular calibration sessions that ensure consistent evaluation standards across all quality analysts, measuring both individual consistency and team-wide alignment. CSQA also maintains quality control through systematic review processes that verify scoring accuracy and identify opportunities for analyst development, enabling stakeholders to understand customer sentiment and drive continuous improvement.

Basic Qualifications

• Experience using data and metrics to improve processes and 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 (Jira, Confluence) and Microsoft Office
• Excellent written and verbal communication skills with ability to create clear, concise communications including status reports, program updates, and stakeholder presentations

Preferred Qualifications

• Can communicate effectively with all levels of the organization
• Background as a Quality Analyst, Senior Quality Analyst, or QA Supervisor with hands-on evaluation experience transitioning to quality program execution and cross-functional project coordination
• Experience supporting quality program implementation across multiple teams
• Familiarity with contact-center quality platforms such as Amazon Connect or similar tools (NiCE, Verint, Calabrio, CallMiner, Observe.AI)
• Demonstrated success coordinating quality initiatives across first-party (1P) and third-party (3P) customer service operations
• Experience partnering with training delivery teams to integrate quality standards throughout the training lifecycle
• Experience with quality inspection processes and framework effectiveness across one or more channels or regions
• Knowledge of Lean, Six Sigma, Kaizen, and other Continuous Improvement, Root Cause Analysis, and Process Control methodologies
• Experience contributing to executive-level reporting (QBRs, MBRs) with clear communication of program status and risks
• Experience leveraging AI tools and automation to drive productivity improvements and accelerate program delivery

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Hawthorne - 72,900.00 - 125,100.00 USD annually