ACCS Quality Auditor, ACCS Quality

DESCRIPTION:

Amazon Candidate Connection Services (ACCS) supports millions of candidates annually with hiring-related inquiries across Operations fulfillment pipelines. Associates resolve questions ranging from application status and scheduling to onboarding support, delivering consistent and exceptional candidate experiences across five contact channels-SMS, chat, inbound phone, email, and outbound-in 8 languages across 13 countries.

The ACCS Quality team, as part of the broader Global Candidate Operations organization, provides data-driven insights to elevate associate and vendor performance across ACCS Tier 1 candidate service interactions. ACCS Quality partners across Operations, Learning, Content, and Technology to implement enhancements that drive candidate satisfaction and hiring funnel efficiency.

We are seeking an experienced Quality Auditor and AI-forward contributor to support end-to-end associate quality improvement. This role executes quality audit processes, manages evaluation workflows, and coordinates cross-functional efforts that elevate associate performance and candidate satisfaction through AI-driven automation and scaled delivery.

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

Key job responsibilities
Quality Auditing & Improvement

Conduct end-to-end quality audits across ACCS Tier 1 candidate interactions, evaluating associate performance across SMS, chat, inbound phone, email, and outbound channels

Partner with the Quality Manager to translate audit findings and data insights into clear action plans with owners, timelines, and success metrics

Execute the improvement flywheel: audit → action → validation → re-audit

Partner with stakeholders to drive accountability for executing quality initiatives that improve associate performance and the candidate experience

Quality Standards & Framework Execution

Support execution of the quality framework across global operations, ensuring consistent application across channels, regions, and vendor partners

Coordinate calibration sessions, evaluator readiness activities, and certification processes to maintain audit consistency

Monitor framework effectiveness and recommend standards evolution based on audit outcomes and business needs

Quality Program Support & Stakeholder Enablement

Support quality programs that improve compliance and associate performance across 1P and 3P operations

Partner with Learning 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 teams, leveraging AI to streamline session recaps and training materials

Participate in initiative meetings to establish audit plans and ensure quality framework integration from project inception

Operations Management & Performance Visibility

Manage multiple concurrent audit workstreams that support continuous improvement for associate quality and eliminate defects impacting candidate experience

Establish and maintain standardized tracking processes using available project management and case management tools (Amazon Connect, Jira, Confluence), leveraging AI tools to automate status updates, audit recaps, and reporting

Support WBR/MBR/QBR processes ensuring leadership visibility into quality program health and candidate experience impact, using AI to generate insights and presentation materials

Track key quality performance indicators including evaluation accuracy, audit pass rates, SLA adherence, and candidate satisfaction scores

Coordinate with cross-functional teams to remove blockers and deliver initiatives that measurably improve associate quality and candidate satisfaction

A day in the life
A day in the life
You start by reviewing associate quality performance and audit progress across ACCS channels and vendors. When quality data surfaces performance gaps, you own the response-creating action plans with clear owners and timelines. You partner with Operations, Learning, Content, and Technology teams to embed quality standards across the associate lifecycle and drive measurable improvements in candidate experience.

Throughout the day, you conduct quality evaluations across candidate interactions, participate in calibration sessions to ensure auditor alignment with evaluation standards, and monitor outcomes continuously. Where quality isn't improving, you escalate appropriately, adjust action plans, validate execution through re-audit, and partner with stakeholders to drive accountability for quality initiatives that improve associate performance and the candidate experience.

You leverage AI tools to streamline audit tracking, automate reporting, and accelerate program delivery-freeing time to focus on driving improvement rather than managing process. Your success is visible: defects decline, associate quality improves, and stakeholders trust that the quality framework is driving measurable impact.

About the team
About the team
As part of the ACCS Quality team within Global Candidate Operations, the ACCS Quality function operates within Amazon's centralized candidate services excellence organization. Quality brings together specialized quality functions-including quality auditing, vendor performance management, conversational analytics, and continuous improvement-under one leadership structure to drive coordinated improvements in candidate service quality across Operations hiring pipelines including Fulfillment Centers, Sort Centers, Amazon Air, Delivery Stations, and Global Specialty Fulfillment.

What makes ACCS Quality unique is our closed-loop continuous improvement approach. Quality audit insights don't just generate reports-they trigger coordinated action across partner functions. When we identify performance trends or improvement opportunities, those insights flow to teams responsible for training, content, vendor management, and candidate experience. They take action, and we measure the impact, creating a continuous cycle of improvement that compounds over time to elevate the candidate experience.

Our mission is to evaluate candidate interactions through our quality framework, conducting audits across five contact channels. We facilitate regular calibration sessions that ensure consistent evaluation standards across all quality auditors, measuring both individual consistency and team-wide alignment. ACCS Quality also maintains quality control through systematic review processes that verify scoring accuracy and identify opportunities for auditor development, enabling stakeholders to understand candidate sentiment and drive continuous improvement.

BASIC QUALIFICATIONS:

- Experience using data and metrics to improve processes and candidate/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 and Microsoft Office
- Excellent written and verbal communication skills with ability to create clear, concise communications including status reports, program updates, and stakeholder presentations

PREFERRED QUALIFICATIONS:

- 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 coordination
- Experience supporting quality program implementation across multiple teams
- Familiarity with contact-center quality platforms such as Amazon Connect, Contact Lens, or similar tools (NiCE, Verint, Calabrio, CallMiner, Observe.AI)
- Demonstrated success coordinating quality initiatives across first-party (1P) and third-party (3P) candidate or customer service operations
- Experience partnering with training delivery teams to integrate quality standards throughout the training lifecycle
- Experience with quality audit 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, WBRs) with clear communication of program status and risks
- Experience leveraging AI tools and automation to drive productivity improvements and accelerate program delivery

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