Program Manager, Quality Assurance – Amazon Financial Services, Payment Business Operation Latam

Amazon Financial Services is seeking a Program Manager to own quality assurance for our Customer Support and Collections provider operations in Brazil. You will ensure that frontline agents deliver service within Amazon's quality bar through recurring audits, calibration, and training delivery. When agent quality scores drop, you own the corrective training. When quality targets are missed, you own the corrective action plan end-to-endKey job responsibilitiesDesign and execute recurring quality assurance visit programs to Customer Support and Collections providersConduct agent-level quality audits: call monitoring, case review, scorecard evaluation against defined quality frameworksDeliver and coordinate training programs for third-party agents covering product knowledge, compliance requirements, process adherence, and customer experience standardsOwn QA scorecards and calibration sessions; ensure scoring consistency across agents and between auditorsMonitor CS KPIs (CSAT, FCR, AHT, Quality Score) and Collections KPIs (contactability, recovery rates, promises obtained) to identify quality gapsDrive corrective action plans when quality targets are missed — define root cause, prescribe training or process fix, and track resolutionValidate that provider operations comply with regulatory obligations (response deadlines, service levels, reporting accuracyA day in the lifeYour ongoing responsibilities focus on frontline quality across Customer Support and Collections providers. Weekly, you review QA scorecards, identify agents or processes below threshold, and schedule calibration sessions or targeted training. Monthly, you conduct on-site visits to providers — observing live interactions, scoring agent performance, and debriefing operations leads on findings. You maintain quality dashboards that surface trends and flag systemic issues to leadership with corrective action recommendations.About the teamWe are a Day 1 team building Financial Services operations in Latin America. Our product is subject to consumer protection regulation. Quality failures compound: a poorly handled customer case becomes a regulatory complaint; an undertrained agent drives CSAT down and escalations up. We build quality into the operation from Day 1. We move fast, own end-to-end, and value diverse perspectives.