ACCS Quality Auditor, ACCS Quality

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