Quality Manager, Flex Investigations and Offboarding

About the role

Amazon Flex Investigation and Offboarding (Flex I&O) is looking for a Quality Manager to lead and develop our quality assurance functions. The Flex I&O team’s mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense.

What you'll do

• Responsible for building and maintaining quality assurance frameworks, and driving continuous improvement initiatives to ensure the highest standards of performance
• Work closely with Program Managers, Team Managers, and cross-functional stakeholders to translate audit findings into actionable improvements
• Serve as a subject matter expert for quality assurance for the Flex I&O team, providing guidance and support to specialists
• Develop and maintain QA processes, methodologies, and best practices aligned with Flex I&O standards
• Establish and monitor quality metrics and KPIs to measure case accuracy, compliance trends, and training effectiveness across all queues and markets

What you need

• 2–5 yrs of experience
• Root cause analysis
• SOP writing
• Any graduate

Good to have

• Six Sigma
• Curriculum development
• Lean
• Kaizen