Offers “Amazon”

Expires soon Amazon

Quality and Training Manager, CRC

  • USA
  • Sales

Job description



描述

The COVID Resource Center (CRC) centrally handles all COVID reporting and case management for North America, including assisting employees impacted by the virus and ensuring that appropriate actions are taken to keep Amazonians safe. The CRC Operations team is responsible for answering policy questions and processing absence claims for Amazonians who need to take time away from work due to COVID. We operate with empathy, speed, and attention to detail – we are passionate about helping our fellow Amazonians. We are seeking a customer obsessed leader with superior attention to detail who can help scale our services while ensuring that we don’t compromise on quality.

The CRC Quality and Training Manager is responsible for development and execution of the CRC’s quality and training program. They are the curator of our team’s culture and ensure that our tenets and leadership principles guide each interaction. This role leads a team of dedicated coaches to execute the vision and goals of CRC operations by driving a culture of performance excellence, customer obsession, and continuous innovation. This specifically includes successful delivery against daily, weekly, monthly and annual operational goals for quality and reducing the ramp time for new team members through effective training plans. The CRC Quality and Training manager creates a working environment that attracts and retains top talent, and that nurtures and grows talent at all levels of the organization.

Key Job Responsibilities
· Develop, implement, and regularly improve upon CRC quality and training programs, including KPIs and program health metrics
· Seek opportunities to scale the program with better efficiency while not sacrificing quality of deliverables
· Create a team culture that prioritizes an exceptional customer experience through defect elimination and rewards top performers in a virtual environment
· Advocate for CRC’s customers and seek opportunities to raise the bar on the experience the CRC provides
· Develop and execute daily, weekly, and monthly action plans that increase quality, accuracy, and customer service
· Effectively partner and build productive working relationships with cross-regional and cross-functional peers and leaders
· Partner with Operations Managers to update and communicate changes to standard work documentation and policies
· Manage a diverse team of Quality and Training professionals; create a culture that prioritizes growth and development of team members at all levels
· Ensure compliance and consistency of policies and procedures
· Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution

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