Program Manager, Quality Assurance – Amazon Financial Services, Payment Business Operation Latam
Skills
About the role
DESCRIPTION
Amazon Financial Services is seeking a Program Manager to own quality assurance for our Customer Support and Collections provider operations in Brazil. You will ensure that frontline agents deliver service within Amazon's quality bar through recurring audits, calibration, and training delivery. When agent quality scores drop, you own the corrective training. When quality targets are missed, you own the corrective action plan end-to-end
Key job responsibilities
Design and execute recurring quality assurance visit programs to Customer Support and Collections providers
Conduct agent-level quality audits: call monitoring, case review, scorecard evaluation against defined quality frameworks
Deliver and coordinate training programs for third-party agents covering product knowledge, compliance requirements, process adherence, and customer experience standards
Own QA scorecards and calibration sessions; ensure scoring consistency across agents and between auditors
Monitor CS KPIs (CSAT, FCR, AHT, Quality Score) and Collections KPIs (contactability, recovery rates, promises obtained) to identify quality gaps
Drive corrective action plans when quality targets are missed - define root cause, prescribe training or process fix, and track resolution
Validate that provider operations comply with regulatory obligations (response deadlines, service levels, reporting accuracy
A day in the life
Your ongoing responsibilities focus on frontline quality across Customer Support and Collections providers. Weekly, you review QA scorecards, identify agents or processes below threshold, and schedule calibration sessions or targeted training. Monthly, you conduct on-site visits to providers - observing live interactions, scoring agent performance, and debriefing operations leads on findings. You maintain quality dashboards that surface trends and flag systemic issues to leadership with corrective action recommendations.
About the team
We are a Day 1 team building Financial Services operations in Latin America. Our product is subject to consumer protection regulation. Quality failures compound: a poorly handled customer case becomes a regulatory complaint; an undertrained agent drives CSAT down and escalations up. We build quality into the operation from Day 1. We move fast, own end-to-end, and value diverse perspectives.
BASIC QUALIFICATIONS
Speak, write, and read fluently in English
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Bachelor's degree in accounting, information systems, finance, or equivalent, or MBA
Experience developing or delivering training programs across multiple sites or regions, or experience with project management
Experience in program or project management
Experience working cross functionally with tech and non-tech teams
Experience conducting quality reviews of third-party service providers (call monitoring, scorecard evaluation, calibration)
PREFERRED QUALIFICATIONS
Experience with financial services, payments or e-commerce
Experience with Continuous Improvement and Six Sigma methodologies
Experience in driving end to end delivery, and communicating results to senior leadership
Experience with CS quality frameworks (CSAT, FCR, AHT calibration) and collections operations quality monitoring.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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