Quality Performance Manager, Ring Blink Customer Support Quality Assurance (CSQA) team

Amazon • Hawthorne, CA

1d

About The Position

Ring and Blink Customer Support assists millions of customers annually with
product and account questions. Associates resolve inquiries ranging from
technical support to account management, delivering consistent and exceptional
customer experiences.

The Customer Support Quality Assurance (CSQA) team, as part of the broader
Neighbor Excellence organization, provides data-driven insights to elevate
associate performance across Ring and Blink customer service interactions. CSQA
partners across Operations, Learning, Content, and Technology to implement
enhancements that drive customer satisfaction.

We are seeking an experienced Quality Performance Manager and AI-forward leader
to support end-to-end associate quality improvement. This role executes quality
framework initiatives, manages inspection processes, and coordinates
cross-functional projects that elevate associate performance and customer
satisfaction through AI-driven automation and scaled delivery.

Success in this role means sustained improvement in associate quality across
multiple teams and channels, reduced defect recurrence, consistent application
of quality standards, and manager confidence in quality outcomes and program
execution—achieved through leveraging AI-driven workflows that streamline
operations and scale quality framework influence.

Requirements

• Experience using data and metrics to improve processes and customer satisfaction
• 3-5+ years in Quality Assurance with lead or senior analyst experience
• Experience supporting multi-team quality programs including framework implementation across multiple channels or regions
• Proven track record managing multiple concurrent cross-functional projects with demonstrated delivery success
• Experience with contact-center quality programs, quality monitoring, and agent evaluation in high-volume environments
• Knowledge of quality evaluation methodologies, calibration processes, and quality frameworks
• Analytical skills to translate insights into actionable improvement strategies that drive measurable quality outcomes
• Experience coordinating across multiple stakeholder groups including operations, training, content, and technology teams
• Proficiency in project management tools (Jira, Confluence) and Microsoft Office
• Excellent written and verbal communication skills with ability to create clear, concise communications including status reports, program updates, and stakeholder presentations

Nice To Haves

• Can communicate effectively with all levels of the organization
• Background as a Quality Analyst, Senior Quality Analyst, or QA Supervisor with hands-on evaluation experience transitioning to quality program execution and cross-functional project coordination
• Experience supporting quality program implementation across multiple teams
• Familiarity with contact-center quality platforms such as Amazon Connect or similar tools (NiCE, Verint, Calabrio, CallMiner, Observe.AI)
• Demonstrated success coordinating quality initiatives across first-party (1P) and third-party (3P) customer service operations
• Experience partnering with training delivery teams to integrate quality standards throughout the training lifecycle
• Experience with quality inspection processes and framework effectiveness across one or more channels or regions
• Knowledge of Lean, Six Sigma, Kaizen, and other Continuous Improvement, Root Cause Analysis, and Process Control methodologies
• Experience contributing to executive-level reporting (QBRs, MBRs) with clear communication of program status and risks
• Experience leveraging AI tools and automation to drive productivity improvements and accelerate program delivery

Responsibilities

• Support and own end-to-end associate quality improvement across Ring and Blink Customer Support by partnering with multiple teams
• Partner with Quality Insights Manager to translate data insights into clear action plans with owners, timelines, and success metrics
• Execute the improvement flywheel: inspection → action → validation → re-inspection
• Partner with stakeholders to drive accountability for executing or actioning on quality initiatives that improve associate quality and the customer experience
• Support inspection of the quality framework across global operations, ensuring consistent application across channels, regions, and partners
• Coordinate QA Framework certifications, calibration processes, and evaluator readiness mechanisms
• Monitor framework effectiveness and recommend standards evolution based on outcomes and business needs
• Execute quality programs that improve compliance and associate quality
• Partner with Learning Experience and Content teams to embed quality standards across the associate lifecycle, ensuring training and content updates result in measurable improvement
• Support communication strategies driving adoption of quality frameworks across quality departments, leveraging AI to streamline session recaps and training materials
• Attend initiative meetings to establish audit plans and ensure quality framework integration from project inception
• Manage multiple concurrent cross-functional projects that support continuous improvement for associate quality and eliminate quality defects impacting customer experience
• Establish and maintain standardized project management processes using Jira and Confluence, leveraging AI tools to automate status updates, initiative recaps, and reporting
• Support QBR/MBR processes ensuring leadership visibility into quality program health and customer experience impact, using AI to generate insights and presentation materials
• Track key quality performance indicators that measure evaluation accuracy, consistency, and business impact
• Coordinate with cross-functional project teams to remove blockers and deliver initiatives that measurably improve associate quality and customer satisfaction

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed