Quality Manager, Flex Investigations and Offboarding

Description
Amazon Flex Investigation and Offboarding (Flex I&O) is looking for a Quality Manager to lead and develop our quality assurance functions. The Flex I&O team’s mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense. This role is responsible for building and maintaining quality assurance frameworks, and driving continuous improvement initiatives to ensure the highest standards of performance, compliance, and operational readiness are maintained across all queues and geographies.
The ideal candidate is an experienced leader who is passionate about raising the quality bar, building scalable audit frameworks, and coaching analysts to deliver consistent, data-driven insights that strengthen the Flex I&O operation. You will work closely with Program Managers, Team Managers, and cross-functional stakeholders to translate audit findings into actionable improvements.
Key job responsibilities
Serve as a subject matter expert for quality assurance for the Flex I&O team, providing guidance and support to specialists Develop and maintain QA processes, methodologies, and best practices aligned with Flex I&O standards Establish and monitor quality metrics and KPIs to measure case accuracy, compliance trends, and training effectiveness across all queues and markets Conduct regular audits and calibration sessions to ensure consistent scoring, adherence to SOPs, translating findings into targeted training plans and process improvements Collaborate with Program Managers, Team Managers, and stakeholders to identify knowledge gaps, process changes, and training needs, and develop content to address them Manage personal workload and priorities to meet audit volume targets and training delivery schedules in a fast-paced environment Drive automation initiatives and implement tools to improve audit efficiency, training delivery, and reporting Report on quality metrics, training effectiveness, and trends to senior leadership, highlighting risk areas and recommending solutions
Basic Qualifications
2+ years of people management experience Experience developing or managing quality assurance programs, audit frameworks, or root cause analysis to drive improvements
Preferred Qualifications
Familiarity with process improvement methodologies (Lean, Kaizen, Six Sigma) or instructional design and e-learning platforms Bilingual (Spanish, Japanese, Portuguese, French)
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company - ADCI HYD 16 SEZ
Job ID: A10591937

Skills
Process Improvement, Onboarding