Quality Team Manager, Prime Video Trust & Safety
Amazon
- San José
- Permanente
- Tiempo completo
- Promote quality achievement & performance improvement throughout the team
- Ensure compliance objectives and quality goals are met
- Closing work with Operations to reduce defects overtime
- Provide end to end support for optimization of team work tasks.
- Lead and provide tools to the team to deliver on quality goals.
- Ensure removal of any roadblocks that hinder goal achievement with minimal supervision.
- Work with the team to build business reviews, share it within other VCC teams, peers and management on a regular basis.
- Proactively gather, analyze, and share data with management to influence business decisions.
- Work with the team to identify and implement solutions and pilots to drive process efficiencies & business goals.
- Coach & develop the skilled auditors.
- Measure and share timely reports with operations and leadership
- Work closely with tech teams to get all internal tool related issues escalated and resolved.
- Exhibit & drive a culture of putting customer first.
- Ensure timely response to all escalations.
- Support the team in maintaining a repository of all work done for customers within their team highlights wins and shares gaps in support with solutions with respective individuals.
- A completed Bachelor's Degree from an accredited university.
- Work experience of 5+ years with 2years + experience in handling team experience including data analysis, change management, and Compliance and/or Risk Management.
- Experience in handling quality operations for content moderation, data labeling, e-commerce.
- Strong proficiency in Microsoft Word, Excel, Outlook and aptitude for learning additional software tools
- Excellent communication and negotiation skills with the ability to face external and internal partners in a professional and mature manner, and strong ability to handle objections
- Flexible to work in rotational shifts.
- Experience in data analysis, either professional experience or through your education.
- Passionate about video content, online streaming platforms, online business, e-commerce.
- Desire to work in a fast-paced, challenging environment.
- Ability to thrive in a dynamic and ambiguous environment.