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Quality Manager

Quality Manager

Amazon Deutschland Services GmbH
Recruiting Team 


Job Description

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers can safely transact online?

The Transaction Risk Management Systems (TRMS) team is charged with safeguarding all Amazon marketplaces to ensure long-term customer satisfaction with their experiences. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplaces.

We are looking for a Quality Manager to join our Quality team in Regensburg. We are tasked with building a world class Quality operation to help drive quality and customer experience advantages for Amazon globally, whilst minimizing defects. As a key member of the EU quality leadership team, you will continually raise the bar on both quality and performance.

Position Description: Quality Manager

We are a team of passionate quality professionals and are looking for like-minded people to join this exciting space with a key focus on making a difference to both people and process.

Process: As a Quality Manager for TRMS investigations, you will
be responsible for identifying, driving and tracking strategic initiatives and measuring results by monitoring quality metrics across the functions you will support. You will drive goal commitment ensuring the goals established for the quality team are achieved. In this role, you will collaborate with other Quality teams across global sites, numerous operational, training and GPO teams to identify solutions that improve both quality process and investigator decision quality performances. You will be able to understand how to identify the right inputs to achieve meaningful outputs, implement closed loop processes and measures to ensure improvements are realized. You will have proven ability to assess situations and guide Quality Analysts toward both short-term and longer term systemic changes. In this role you will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis.

People: You will build collaborative relationships with other Site quality teams and local operations teams, working closely to create and execute Quality roadmap. You will also prepare and execute regular program updates on your site performance to senior management. You will deliver an effective feedback strategy that conveys progress and maintains engagement from our team, our stakeholders and our business partners. You will form part of a team that is building a compelling rewards strategy that not only provides positive consequences for achievement, but also adds meaning and social value to the investigator experience.

Summary of Responsibilities
  • Drive a process adherence culture.
  • Liaise with other QA sites to calibrate audits, implement best practices and drive performance improvements.
  • Monitor and report on Quality metrics, deep dive and identify trends/root causes.
  • Partner with Operations, HR and Training to ensure Auditors are constantly evolving, learning and improving.
  • Manage the performance of your team through insightful communications, regular 1:1’s, team meetings and reward and recognition programs.
  • Partner with analytics and tooling teams to constantly improve the efficiency and productivity of the QA team and to increase automation where appropriate.
  • Provide meaningful and valuable write ups and program reports.

Notwendige Qualifikationen

  • Relevant project management within a quality environment including people hiring, management and development
  • Able to lead a cross-functional team while diving deep into each function
  • High proficiency in Microsoft Excel and working knowledge of SQL and SharePoint
  • High analytical skills
  • Comfortable to work with tech stakeholders, to identify and raise QA tooling concerns and to propose tools improvement ideas.
  • You will be comfortable with high volume workload and not be afraid to “roll up your sleeves”.
  • You will have a strong solutions focus and be comfortable working in an environment which demands strong deliverables.
  • Strong prioritization, time management and ability to delegate effectively
  • For us, the culture fit is non-negotiable – you will have excellent communication skills and huge amounts of drive.
  • Oral and written proficiency in both English & German language

Wünschenswerte Qualifikationen

  • Experience with Six Sigma tools and Lean techniques
  • Automation background highly desirable
  • People management experience highly desirable
  • Another EU language(s) highly desirable
  • Bachelor’s Degree