Bachelor's degree or equivalent post-secondary degree (B-Tech Preferred), or equivalent experience;
- Experience in Implementation of Quality Management System (QMS);
- Excellent English written and verbal communication skills;
- Experience in or demonstrated ability to coach people/teams without formal responsibility and interacting and building rapport with teams of all levels.
Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?
Prime Video Digi-Flex Operations is a team that relentlessly works with partners and is responsible for ingesting content using both partner facing and internal technologies. We obsess over ensuring that every search, discovery and playback interaction with Prime Video (PV) is device agnostic, defect free and results in a high engagement experience for Customers.
We collaborate with stakeholders across Prime Video to define, refine and uphold PV's Customer experience, Quality bar and metrics. Digi-Flex Operations Team plays an essential role at Prime Video, ensuring that the content that powers our vision to be the premier source of global entertainment, is complete and correct.
We are a group of entertainment enthusiasts based in Costa Rica, Chennai and Madrid; passionate about ensuring all our Customers around the globe have access to the content they need, when they need it. We work closely with industry professionals, program and technology teams to ensure world-class coverage of key entertainment content, and proactively address content gaps before our customers notice them.
We are looking for an analytical and results-oriented Quality Expert to help shape the future of Digi-Flex Operations. This is an exciting time to join, as we scale our coverage of international content, while maintaining a high bar for timeliness and quality.
Key job responsibilities
1. Facilitates the creation/execution of the Quality Management System
2. Documentation of quality metrics, communicate root causes to stakeholders and carry forward lessons learned from quality concerns
3. Implements risk management solutions globally
4. Introduce new systems and procedures that drive defect identification and reduction
5. Verify Quality Metrics in place and meet goals, trigger containment actions and corrective actions as appropriate
6. Coach a high performing Quality System team that meets agreed objectives and which delivers best practice results, added value and continuous improvements
7. Communicates across all levels on Operations and program progress.
Provide focused feedback loops for teams based on performance and quality data.
8. Conducts Root Cause Analysis ( 5 Whys Analysis/ Fish Bone Analysis) and Error Trend Analysis
Drive defect elimination program by working along with Ops and Program stakeholders.
9. Drive efficiency improvements by eliminating non value add processes and introducing automation capabilities
- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and quality.
10. Work with software teams to articulate and prioritize feature needs for system and tools.
San Jose, CRI
- Knowledge of analytics & statistical tools such as SAS, PowerBI, SQL & ETL DW concepts
- Knowledge of visualization tools such as Tableau, Datazen, SSRS
- Experience back office operations, escalation management and troubleshooting environments
- Experience managing a project portfolio. Small/Medium Project management experience.
- Six Sigma Green Belt or Lean Certification
- Strong stakeholder management skills with ability to present findings to groups
- Self-starter capable to taking initiative and working with mínimal direction
- Comfortable with data analysis and detailed investigation; able to coordinate workload
- Strong Analytical ability and problem solving skills
