Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.
The AWS Support team is seeking a Quality Assurance Team Lead who will be responsible for driving quality by leading the development of programs, conducting audits and providing feedback to ensure Amazon standards are maintained and service integrity is preserved. Consults with management/team leads to resolve quality and efficiency problems. Functions as an information source to engineers and management when quality issues occur. Function in conjunction with manager and quality assurance services on special department projects.
The Quality Assurance Lead will work as part of the AWS Premium Support Team to provide structured performance and capability development for their assigned engineers. The primary function of the QA Lead is to help agents improve their performance by providing clear and consistent guidance and expectations. A QA Lead will accomplish this by providing formal coaching sessions per agent on scheduled or as needed basis. Key areas of focus will include coaching for development and improvement as it pertains to behaviors and performance related to Amazon Leadership Principles. The QA Lead will deliver results by creating a supportive relationship with their team, maintaining their technical knowledge base and promoting a culture and encouraging ownership. The QA Lead will be responsible for monitoring internal tools and case and ticket correspondences to identify customer facing problems. When a problem is identified, the QA Lead will ensure the appropriate actions are taken to mitigate and drive improved customer experiences. Overall Responsibilities
- Drive improved customer support experience
- Coach engineers toward development and improvement
- Provide feedback to Managers regarding mentoring and coaching
- Continuous monitoring of incoming metrics
- Develop standardized coaching materials
- Goal setting and tracking
- Individual training plan creation and monitoring
- Delivery of quality training
- Contact reviews
- Use feedback to develop training, programs and coach agents