Program Manager, Quality Assurance – Amazon Financial Services, Payment Business Operation Latam
Core
Own quality assurance for Customer Support and Collections provider operations in Brazil, ensuring frontline agents meet Amazon's quality standards through audits, calibration, and training.
Role type
Senior Program Manager, Quality Assurance
Builds
Customer Support and Collections operations for Amazon Financial Services in Latin America
Domain
Financial Services / Customer Support / Collections
Required skills
Quality assurance audit design, call monitoring, case review, scorecard evaluation, training program delivery, root cause analysis, corrective action planning, KPI monitoring, regulatory compliance validation
Preferred skills
Experience with third-party provider management, Latin American market knowledge
Technologies
Quality dashboards, scorecard frameworks
Responsibilities
Design and execute recurring quality assurance visit programs; Conduct agent-level quality audits including call monitoring and case review; Deliver and coordinate training programs for third-party agents; Own QA scorecards and calibration sessions; Monitor CS and Collections KPIs to identify quality gaps; Drive corrective action plans when quality targets are missed; Validate provider operations compliance with regulatory obligations