Job Description

DESCRIPTION

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 dont compromise on quality.

The CRC Quality and Training Manager is responsible for development and execution of the CRCs quality and training program. They are the curator of our teams 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 CRCs 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 Amazons policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution
This role is listed for Arlington VA/D.C. metro area, NYC metro, with potential to sit in U.S. based corporate offices.

BASIC QUALIFICATIONS

Bachelors degree
5+ years of people management experience
5+ years of experience in program management experience in HR, contact center, insurance, medical, finance, or similar field
2+ years of experience in a role directly supporting learning, training or quality

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us .
PREFERRED QUALIFICATIONS

MBA or Graduate Degree
Lean or Six-Sigma certification
Experience managing virtual or remote teams