Program Manager, Quality Assurance – Amazon Financial Services, Payment Business Operation Latam
Core
Own quality assurance for Customer Support and Collections provider operations in Brazil, ensuring frontline agents meet Amazon's quality standards through audits, calibration, and corrective training.
Role type
Senior Program Manager, Quality Assurance
Builds
Quality assurance programs, training curricula, and corrective action plans for third-party service providers
Domain
Financial Services, Payments, Customer Support, Collections
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Quality assurance audit design, call monitoring, scorecard evaluation, training program delivery, root cause analysis, KPI monitoring (CSAT, FCR, AHT), regulatory compliance validation, data analysis (Excel, SQL), cross-functional collaboration
Preferred skills
Six Sigma methodologies, project management, experience with third-party provider management, financial services domain knowledge
Technologies
Excel, SQL
Responsibilities
Design and execute recurring quality assurance visit programs; Conduct agent-level quality audits including call monitoring and case review; 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 when quality targets are missed
Seniority
Senior, hands-on IC