Quality Insights Manager, Ring Blink Customer Support Quality Assurance (CSQA) team

Amazon is seeking a Quality Insights Manager for their Ring and Blink Customer Support Quality Assurance team. This role involves leveraging AI/ML knowledge to execute analytics and reporting that drive customer satisfaction, while partnering with various teams to implement enhancements that elevate associate performance.

Responsibilities:

• Surface trends, themes, and systemic defects to improve associate quality and customer experience
• Translate quality insights into clear, actionable problem statements that enable stakeholders to develop improvement strategies and measurably enhance associate quality and customer satisfaction
• Ensure insights are prioritized based on criteria (risk, scale, and customer impact)
• Maintain clear documentation of insights, assumptions, and confidence levels
• Inspect and validate quality data inputs across human and automated evaluations
• Identify and resolve gaps in measurement accuracy, consistency, and reliability
• Ensure multilingual parity in quality evaluation across all supported languages
• Partner with automation and quality teams to improve data integrity
• Own dashboards, reporting views, and analytical frameworks that support proactive quality management
• Use AI tools to accelerate analysis, trend detection, and insight generation
• Support development of predictive models to forecast performance trends and identify emerging risks
• Ensure insight outputs remain clear, explainable, credible, and actionable for non-technical stakeholders
• Support ad-hoc reporting requests for organizational and departmental initiatives, ensuring timely delivery of insights that inform strategic decisions
• Present insights clearly to stakeholders with risk assessment and recommended focus areas
• Escalate appropriately when insights are not acted upon or when data indicates growing customer impact
• Partner with cross-functional teams including Data Science, Product, and Technology to refine evaluation datasets and improve model performance
• Monitor measurement systems and recommend improvements to ensure they evolve with business needs and maintain accuracy at scale
• Monitor reporting mechanism effectiveness and recommend measurement standard improvements based on outcomes, business needs, and stakeholder feedback to maintain relevance and accuracy

Requirements:

• Experience using data to drive root cause elimination and process improvement
• 3-5+ years in Quality Assurance with senior-level, lead, or consultative responsibilities
• Experience in contact-center quality programs, quality monitoring, or agent evaluation
• Experience using advanced analytics and statistical methods to contribute to customer satisfaction improvements
• Experience executing analytics programs, delivering insights, and communicating results to managers
• Experience with data visualization tools (AWS QuickSight, Tableau, Power BI)
• Experience running metrics reports, analyzing data to identify problems, and using data analysis to generate and explain metrics
• Active use of AI tools for productivity, analytics, and insights generation
• Background as QA Supervisor with hands-on evaluation experience
• Experience supporting or scaling QA programs in enterprise environments
• Experience with contact-center quality platforms (Amazon Connect, NiCE, Verint, CallMiner)
• Experience with statistical models and data visualization using AWS QuickSight, Tableau, Power BI
• Experience in at least one modern scripting or programming language (Python, Java)
• Experience in test automation and conversational AI/GenAI evaluation (semantic similarity, grounding checks, behavior prediction)
• Experience with GenAI test techniques (prompt evaluation, hallucination detection, golden datasets, guardrails, API testing)
• Experience with database management including ETL and call center metrics (AHT, FCR, CSAT, NPS)
• Experience with technology platforms, data architecture, AI-based quality systems; translating operational needs to technical requirements