A day in the life You start your day reviewing quality dashboards and data to identify emerging defects, trends, and performance patterns. You pressure-test multilingual evaluation consistency across all supported languages to ensure parity in quality measurement. You support development of predictive models to forecast performance trends and identify emerging risks before they impact customers.

You partner with stakeholders to walk through problem statements and risk areas, ensuring they have clear, actionable insights to drive improvement. When you identify a performance gap, you surface what requires attention, why it matters, and what the customer impact is if left unaddressed - enabling stakeholders to create action plans with clear owners and timelines.

Throughout the day, you work with Data Science and Technology teams to validate AI model outputs, ensuring evaluation accuracy and multilingual consistency. You provide feedback that refines evaluation datasets and improves model performance, supporting measurement systems to evolve with business needs and maintain accuracy at scale. You monitor measurement systems, identify data quality issues, and monitor reporting mechanism effectiveness, recommending measurement standard improvements based on outcomes and stakeholder feedback. You also support ad-hoc reporting requests, delivering timely insights that inform strategic decisions across the organization.

About the team As part of the Neighbor Excellence Team (NET), CSQA operates within Ring and Blink's centralized support excellence organization. NET brings together specialized peer functions—including Neighbor Experience, Learning Experience, Training Delivery, Content and Engagement, Leadership Development, and CSQA—under one leadership structure to drive coordinated improvements in customer service quality.

What makes NET unique is our closed-loop continuous improvement approach. CSQA's quality insights don't just generate reports—they trigger coordinated action across NET's partner functions. When we identify performance trends or improvement opportunities, those insights flow to teams responsible for training, content, leadership development, and customer experience. They take action, and we measure the impact, creating a continuous cycle of improvement that compounds over time to elevate the customer experience.

Our mission is to evaluate customer interactions through our quality framework, conducting inspections across various channels. We facilitate regular calibration sessions that ensure consistent evaluation standards across all quality analysts, measuring both individual consistency and team-wide alignment. CSQA also maintains quality control through systematic review processes that verify scoring accuracy and identify opportunities for analyst development, enabling stakeholders to understand customer sentiment and drive continuous

improvement. Basic Qualifications: - 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

Preferred Qualifications: - 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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

[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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

Learn more about our benefits at https: //amazon.jobs/en/benefits

[https: //amazon.jobs/en/benefits].

USA, CA, Hawthorne - 72,900.00 - 125,100.00 USD annually