We are seeking a Quality Program Manager to oversee all things quality for eero's customer support division. The ideal candidate should be an experienced Program Manager with a background in driving quality and performance initiatives. They should have a contact center background with the ability to communicate strategic plans and initiatives from Agent to Executive levels.
Key job responsibilities
As the Quality Program Manager you will:
- Serve as the subject matter expert on quality standards and QA methodologies across eero's customer support organization.
- Conduct and oversee QA reviews for key internal teams and vendor partners, ensuring consistent evaluation across all support channels.
- Design and implement methods to evaluate and measure agent performance using quantitative and qualitative data.
- Leverage AI-powered tools (e.g., Amazon Connect Contact Lens, speech and text analytics) to identify trends, automate quality insights, and drive program improvements and efficiency.
- Work in partnership with vendor and internal managers to monitor trends in quality and implement strategies to maintain and improve performance.
- Collaborate with Learning & Development to recommend new training materials and update existing content based on QA findings.
- Act as the lead facilitator for calibrations, ensuring all reviews are consistent with defined scoring methods across internal and vendor teams.
- Identify customer pain points through customer satisfaction surveys, QA audits, AI-driven sentiment analysis and performance trends.
- Work cross-functionally with vendor partners and internal teams to drive improvements to process and customer experience.
- Maintain QA reporting mechanisms to provide visibility into program health for senior leadership.
- Continuously evaluate and implement AI and automation solutions to scale the QA program and improve operational efficiency.
- Ability to travel both domestically and internationally (
A day in the life
Daily, you will be responsible for conducting QA reviews and inspections of interactions our agents, both internal and vendor, have with our customers. You'll obsess over the customer experience, review customer feedback, observe interactions in real time, and make data-driven recommendations to improve that experience. You will leverage AI and automation tools to identify trends, surface insights, and accelerate quality improvements across the organization.
You'll work with key internal and vendor stakeholders to drive initiatives and provide feedback to senior leaders on the overall health of our quality program. You will analyze trends and address opportunities in real time, building the policies, procedures, and best practices that ensure eero meets our commitment to world-class customer support across the globe.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience prioritizing and delivering projects on time in a fast-moving environment
- Experience communicating complex information and solutions to senior stakeholders and influencing decisions, or experience communicating results to senior leadership
- Experience conducting QA evaluations and calibrations for both internal and outsourced/vendor support teams.
- Ability to think strategically and tactically with strong attention to detail.
- Experience with process improvement methodologies (e.g., LEAN, Six Sigma, or similar frameworks).
PREFERRED QUALIFICATIONS
- Experience with Amazon Connect and Contact Lens for quality monitoring, speech analytics, and automated contact evaluation.
- Demonstrated experience using AI and machine learning tools to drive program improvements, automate workflows, and increase operational efficiency.
- Proven track record of taking ownership and delivering results in ambiguous environments.
- Experience building and scaling QA programs across multiple vendor partners and geographies.
- Strong ability to prioritize and manage multiple competing deadlines.
- Excellent written and verbal communication skills, with vendor, client, or customer-facing experience.
- Six Sigma certification or equivalent process improvement credentials.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 82,700.00 - 129,800.00 USD annually
