Amazon Czech Republic Services s.r.o.
Human Resources, global corporate
ACCSQualityAuditor
“ACCS Quality Auditor at Amazon Czech Republic Services s.r.o.. Skills: Quality auditing, Process improvement, Stakeholder coordination. Conduct end-to-end quality audits. Evaluate associate performance”
What You'll Achieve.
Sustained improvement in associate quality; Reduced defect recurrence; Consistent application of quality standards; Leadership confidence in quality outcomes; Leadership confidence in audit execution; Measurable improvement in candidate experience; Measurably improve associate quality; Defects decline; Associate quality improves; Framework driving measurable impact
Industry & Context.
Data-driven insights; Root cause analysis
What They're Looking For.
Must Have
Experience with contact-center quality programs, Experience with quality monitoring, Experience with agent evaluation, Knowledge of quality evaluation methodologies, Knowledge of calibration processes, Knowledge of quality frameworks, Analytical skills to translate insights, Experience coordinating across multiple stakeholder groups, Proficiency in project management tools, Proficiency in Microsoft Office, Excellent written communication skills, Excellent verbal communication skills
Nice to Have
Communicate effectively with all levels, Background as Quality Analyst, Background as Senior Quality Analyst, Background as QA Supervisor, Experience supporting quality program implementation, Familiarity with Amazon Connect, Familiarity with Contact Lens, Familiarity with similar tools, Demonstrated success coordinating quality initiatives, Experience partnering with training delivery teams, Experience with quality audit processes, Experience with framework effectiveness, Knowledge of Lean, Knowledge of Six Sigma, Knowledge of Kaizen, Knowledge of Continuous Improvement, Knowledge of Root Cause Analysis, Knowledge of Process Control methodologies, Experience contributing to executive-level reporting, Experience leveraging AI tools, Experience leveraging automation
What You'll Do.
Conduct end-to-end quality audits
Evaluate associate performance
Translate audit findings into action plans
Execute improvement flywheel
Drive accountability for quality initiatives
Support execution of quality framework
Ensure consistent application
Coordinate calibration sessions
Coordinate evaluator readiness activities
Coordinate certification processes
Monitor framework effectiveness
Recommend standards evolution
Support quality programs
Improve associate performance
Embed quality standards
Ensure training updates result in improvement
Support communication strategies
Streamline session recaps
Streamline training materials
Participate in initiative meetings
Establish audit plans
Ensure quality framework integration
Manage concurrent audit workstreams
Support continuous improvement
Eliminate defects impacting candidate experience
Establish standardized tracking processes
Maintain standardized tracking processes
Automate status updates
Automate audit recaps
Support WBR/MBR/QBR processes
Ensure leadership visibility
Generate presentation materials
Track key quality performance indicators
Improve associate quality
Review associate quality performance
Review audit progress
Conduct quality evaluations
Participate in calibration sessions
Escalate appropriately
Focus on driving improvement
How You'll Work.
Team & Collaboration
Partner with Quality Manager; Partner with stakeholders; Partner with Learning teams; Partner with Content teams; Partner with Technology teams; Coordinate with cross-functional teams
Communication Scope
Clear communications; Concise communications; Status reports; Program updates; Stakeholder presentations
Process & Methodology
Project management
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