AIT QA & Training Program Manager III, Audits and Insights Team

The Audits and Insights team (AIT) – SPT Audit program measures accuracy of account enforcements, listing enforcements, all appeals and reinstatement decisions through audits on a statistically significant sample across Perfect Order Experience, Selling Partner Risk & Abuse, Financial Disincentives, Automated Brand Protection, Andon, Product Review Abuse, Restricted Products, Safety, Know Your Customer & Product Safety & Compliance (PSC) to name a few. We perform audits and measure the coverage and accuracy via director level goals and generate actionable insights from our audits to improve enforcement accuracy, appeal handling accuracy, First Contact Resolution (FCR) rate and eliminate unnecessary Seller friction by identifying ways to reduce Seller enforcements and appeals. We are committed to maintaining and advancing the trust of our Sellers by raising the bar through our Audits. The QA & Training Manager III is a senior leadership position responsible for directing and managing Quality, Dispute and Training Programs. This role requires strategic vision, executive-level communication skills, and the ability to drive organizational change while ensuring operational excellence. Key job responsibilities • Lead the QA, Dispute and Training function in AIT • Drive a Zero Defect culture by managing process adherence and ensure implementation of controls to minimize. • Conduct 5 Whys Analysis/ Fish Bone Analysis to identify error root causes and trends • Analyze historical data to build quality improvement initiatives and drive quality, training and dispute management strategies across the Org. • Liaise with Audit Operations to calibrate on QA result, dispute received and implement best practices to ensure auditors are constantly evolving, learning and improving. • Monitor and report on Quality, Dispute and Training metrics in Business Reviews. • Embrace constant change with flexibility and good grace which demands strong deliverables. • Lead a large-scale audit organization, including managers and senior auditors, ensuring high performance standards and professional growth • Drive organizational transformation and change management initiatives • Establish governance frameworks and quality assurance programs • Build and maintain relationships with senior stakeholders across the business to shape audit process and risk management approaches • Influence policy decisions and strategic direction at an organizational level • Monitor and analyze audit metrics, providing regular reports to senior management • Drive continuous improvement initiatives and process optimization • Ensure compliance with regulatory requirements and internal standards