Program Manager, Quality Assurance - Amazon Financial Services, Payment Business Operation Latam
Core
Own quality assurance for Customer Support and Collections provider operations in Brazil through audits, calibration, and training delivery.
Role type
Senior Program Manager, Quality Assurance
Builds
Frontline service quality and compliance for third-party providers in the payments domain
Domain
Financial Services / Payments / Latin America
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Quality assurance audit design, call monitoring, case review, scorecard evaluation, training program delivery, root cause analysis, corrective action planning, KPI monitoring (CSAT, FCR, AHT, Quality Score, contactability, recovery rates), regulatory compliance validation, cross-functional collaboration, advanced Excel, SQL
Preferred skills
Financial services or payments experience, e-commerce experience, Continuous Improvement and Six Sigma methodologies, end-to-end delivery leadership, CS quality frameworks expertise
Technologies
Excel, SQL
Responsibilities
Design and execute recurring quality assurance visit programs; conduct agent-level quality audits; deliver and coordinate training programs for third-party agents; own QA scorecards and calibration sessions; monitor CS and Collections KPIs to identify quality gaps; drive corrective action plans for missed targets; validate provider compliance with regulatory obligations
Seniority
Senior, hands-on IC