Quality Assurance Manager, Cpt

3 weeks ago

Cape Town, South Africa Amazon Dev Centre South Africa Full time

BASIC QUALIFICATIONS
- Overall 10+ years of experience in an Operations and/or Quality management role; preferably should have led teams in multiple sites in a contact center set up.
- Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
- Demonstrated experience in managing quality/operations teams in a service environment.
- Demonstrated ability managing and developing high performing leaders
- Demonstrated ability to understand and build a multi-layered stakeholder connect model and consistently highlight quality team’s investments as a part of the business strategy
- Demonstrated experience in coaching and team development
- Excellent command in Excel and other MS Office programs.
- Experience in reporting tools (e.g. Power BI, SharePoint) and analytical tools such as 7 basic quality tools and minitab.
- Ability to work under pressure in a fast-paced dynamic environment.
- Clear and logical thinking with an ability to deal with ambiguity
- A bachelor's degree, or higher, in operations, or a related field, is required.

Job summary
Overall, the Quality Assurance Manager will be responsible for executing the Quality strategy, enabling operations teams by doing a deep dive in gaps identified, improve coaching skills of team managers. Quality team will also support training team by way of need identification. He/she will also play a significant role in the development of a successful, effective quality team.

Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates Amazon’s core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Amazon.

Actively seeks to understand Amazon's core business values and initiatives, and translates those into everyday CS practices. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Maximizes resources for the greater good of the organization.

Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business. Acts as the thought leader and strategist for Amazon's Customer Service offerings and capabilities in the market. Develops and drives strategies and programs which improve the competitive position of the Company.

Demonstrates flexibility in work hours based on business need. Travel required as per the business need
- A Master’s Degree in Management is preferred
- 4+ years’ experience with customer service
- Project Management experience
- Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
- An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).

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