Sr Quality Manager, Amazon Customer Service

Description
Amazon's DART (Dynamic Andon Response Team) Customer Service organization is seeking a Sr Quality Manager to lead its Quality & Compliance program across CS India operations. This is a high-impact leadership role embedded within one of Amazon's most customer-centric functions, where quality isn't just a metric — it's the foundation of every customer interaction.
As the single-threaded leader of the Quality & Compliance program, the Sr Quality Manager will own the end-to-end quality strategy for DART Customer Service, driving measurable improvements in customer experience through innovative, data-driven approaches. The role sits at the intersection of operations, analytics, and technology — offering a unique opportunity to shape how Amazon leverages speech and text analytics, machine learning algorithms, and advanced automation to redefine transactional quality at scale.
Leading a team of approximately quality analysts and managers, this role is instrumental in tra...