Quality Manager, Flex Investigations and Offboarding

Job 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