Overview
Sr. Product Quality Engineer, Amazon Robotics Jobs in Westborough, MA at Amazon.com LLC
Quality Manager – Sales (250311)
Job Summary
Are you passionate about driving operational excellence and elevating customer satisfaction? Join us as our Quality Manager – Sales and take the lead in overseeing and enhancing the quality assurance programs for our Sales teams at Consumer Cellular. In this role, you’ll have the opportunity to make a real impact by shaping strategies, fostering continuous improvement, and guiding a team to success.
Key Responsibilities
Lead Quality Assurance Programs: Oversee the development and management of Quality Assurance (QA) programs for the Sales teams, ensuring high standards of performance and customer service.
Maintain and Optimize Tools: Manage the Quality Management (QM) module in CXOne, ensuring it’s utilized effectively to gather and analyze quality data.
Drive Performance Excellence: Coordinate QA calibration and performance review meetings, and develop tailored scorecards to help achieve targeted goals aligned with business priorities.
Data-Driven Insights: Maintain records and prepare comprehensive QA reports that are presented to diverse audiences to drive informed decision-making.
Enhance Operational Efficiency: Lead continuous improvement efforts through productivity measurement, staff coaching, and technology enhancements.
Lead Cross-Functional Collaboration: Work with leaders across departments to drive solutions and process improvements that enhance service quality and customer satisfaction.
Strategic Goal-Setting: Drive the prioritization of critical improvements, making data-driven recommendations that positively impact customer satisfaction.
Performance & Development Management: Lead the performance management cycle, setting goals, providing coaching, and ensuring continuous development for the team.
Training & Up-skilling: Identify training needs, and provide your team with coaching and up-skilling opportunities to ensure they meet and exceed expectations.
Drive Process Improvement: Identify trends, performance gaps, and implement corrective action plans, while coordinating with the training department to create targeted learning opportunities.
Analytical Leadership: Demonstrate strong business acumen, analytical skills, and the ability to collaborate with business leaders to develop data-driven solutions that drive quality and productivity.
Continuous Growth: Establish baselines for quality assessments and ensure the tools to assess quality are deployed and effectively utilized across the organization.
Other Duties as Assigned: Be flexible and agile, taking on additional responsibilities as needed to ensure ongoing success in quality assurance efforts.
Why You’ll Love This Role
Visibility & Impact: Play a key role in shaping the company’s quality standards, with a direct impact on the success of the Sales team and overall customer satisfaction.
Leadership Opportunity: Lead and develop a high-performing team, with ample opportunities to innovate, grow, and influence company-wide processes.
Data-Driven Excellence: Combine your passion for quality with analytical insights to drive continuous improvements across the organization.
What You Bring to the Table
3+ Years in Call Center Operations: You’ve spent time in the trenches of call center operations and understand the ins and outs of managing performance, quality, and customer interactions.
3+ Years in Sales: You’ve got hands-on sales experience, whether it’s driving revenue, building relationships, or helping clients achieve their goals.
3+ Years in Leadership: You’ve successfully led teams, guiding them towards success through coaching, mentoring, and fostering a collaborative environment.
2+ Years in Quality Management (Preferred): If you’ve worked with quality management programs before, that’s a plus! Your understanding of how to measure and improve quality will be key in this role.
Strong Relationship Management: You excel at building and maintaining positive relationships, leveraging your operational experience and sharp analytical skills to solve problems and drive results.
Self-Motivated Leader: You thrive independently and are driven to achieve goals. You can influence and lead others effectively, balancing the needs of the company, customers, and employees to get things done.
Strong Relationship Management: You excel at building and maintaining positive relationships, leveraging your operational experience and sharp analytical skills to solve problems and drive results.
Exceptional Communication Skills: Whether it’s through written, verbal, or presentation formats, you communicate with clarity and confidence at all levels within the organization. Your communication style fosters collaboration and understanding.
Discretion & Teamwork: You handle confidential information with professionalism and work seamlessly within a team environment, adapting to changing needs with flexibility.
Willingness to Travel: While most of your work will be done in-house, you’re open to occasional travel to support the team and business initiatives when needed.
About Consumer Cellular
Consumer Cellular is the top-rated wireless provider that provides cellphones and no-contract service plans primarily to those 50+. Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S. based, award-winning customer support. Consumer Cellular has been honored by J.D. Power as #1 in Customer Service among Value MVNOs, 18 Times in a Row, making it the Most Awarded Brand for wireless customer service. In 2024, the company was also ranked #1 in network coverage and customer satisfaction among wireless carriers from ACSI. Additionally, the company has been ranked on the Inc. 5000 list 12 timesConsumerCellular.com, by phone at (888) 345-5509, or in person at any of our CCI retail locations. For J.D. Power 2022 Wireless Customer Care Mobile Virtual Network Operator Study award information, visit jdpower.com/awards. Based on 2024 ACSI® Survey of customers rating their own Wireless Service Provider. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. Learn more at theacsi.org. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook, Instagram, and Youtube.
Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)
Minimum Salary: $88,200
Maximum Salary: $132,300
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.
Competitive base pay with potential for shift differential, overtime, and bonus pay
Medical insurance (98% company-paid for full-time employees only coverage)
Dental and Vision insurance (100% company-paid for full-time employee only coverage)
401(k) company match of 100% up to 6% of your pay
Discounted Consumer Cellular wireless phone plan for employees
Paid Time Off (PTO) available following a 30-day waiting period*
6 company-paid holidays plus 16 hours of floating holiday accrual per year
Flexible Spending Accounts (FSA) for health care and dependent care expenses
Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
Long-Term Disability insurance (100% company-paid)
Employee Assistance Program (100% company-paid)
Education reimbursement
Employee rewards program
Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.
Pre-employment background check and drug screen is required.
Primary Location: United States-Arizona-Phoenix 17500 North Black Canyon Hwy 17500 North Black Canyon Hwy Phoenix 85053
Other Locations: United States-Oklahoma-Oklahoma City, United States-Arizona-Tempe, United States-Kentucky-Louisville
Job: Business Support Services
Schedule: Full-time
Travel: Yes, 15 % of the Time
Job Posting: May 6, 2025
Unposting Date: May 12, 2025
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Title: Sr. Product Quality Engineer, Amazon Robotics
Company: Amazon.com LLC
Location: Westborough, MA
