Quality Auditor – ACCS

About the role

Amazon Candidate Connection Services (ACCS) is looking for an experienced Quality Auditor to drive end‑to‑end quality improvement across its Tier 1 candidate service interactions. The role blends audit execution, AI‑enabled workflow automation, and cross‑functional collaboration to raise associate performance and candidate satisfaction.

Key responsibilities

• Conduct comprehensive quality audits across SMS, chat, inbound phone, email, and outbound channels.
• Partner with the Quality Manager to turn audit findings into actionable plans with owners, timelines, and success metrics.
• Execute the improvement flywheel: audit → action → validation → re‑audit.
• Drive accountability with stakeholders to implement quality initiatives that enhance associate performance.
• Support the global quality framework, ensuring consistent application across regions, channels, and vendor partners.
• Coordinate calibration sessions, evaluator readiness activities, and certification processes.
• Monitor framework effectiveness and recommend evolutions based on audit outcomes.
• Collaborate with Learning and Content teams to embed quality standards throughout the associate lifecycle.
• Leverage AI tools to streamline communication, session recaps, and reporting.

Required profile

• Proven experience as a Quality Auditor in a high‑volume, multi‑channel environment.
• Strong ability to translate data insights into clear, actionable improvement plans.
• Experience working with AI‑driven automation or workflow tools.
• Excellent collaboration skills with cross‑functional teams (Operations, Learning, Content, Technology).

Required skills

What we offer

• Opportunity to influence quality standards at a global scale.
• Access to cutting‑edge AI tools for quality automation.
• Collaborative environment within Amazon’s extensive operations network.