Quality Specialist

About the Role

Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across operations. They own the quality strategy for assigned workflows, bridging the gap between operations execution and customer expectations.

Key Responsibilities

• Define and implement quality metrics for established workflows.
• Create prescriptive actions for quality issues.
• Partner with customers, operations, and internal support teams to optimize workflow quality.
• Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements.
• Analyze data trends and develop solutions.
• Monitor quality performance and coach operations teams.
• Create and maintain quality metrics reports.
• Handle customer escalations and recommendations.
• Evaluate and suggest improvements for quality tools.
• Support process documentation and implementation.

A Day in the Life

• Reviewing quality dashboards for assigned workflows: audit scores, appeal rates, SLA status, and overnight escalations.
• Spending approximately 30% of time on analysis: reviewing data trends, investigating root causes of quality dips, and creating prescriptive actions for operations teams.
• Spending approximately 30% of time on stakeholder communication: leading weekly customer meetings, preparing quality reports, and handling escalations.
• Remaining time split between process work (updating SOPs, refining audit rubrics, conducting side-by-sides) and calibration activities (aligning audit standards with Senior Quality Auditors and operations teams).

You are measured on

• SLA metrics (appeals and batch completion).
• Customer satisfaction.
• Quality improvement trends for your workflows.
• Documentation quality.

About The Team

The Quality Operations team within FAI Data Services ensures that labeled training data meets accuracy and consistency standards before it is used to train Amazon's AI models.

Requirements & Tech Stack

• Marathi language: Advanced-level proficiency or C1+ in Marathi (Strong verbal and written communication skills, with fluency in speaking, listening, and writing).
• Demonstrated analytical and problem-solving skills with the ability to identify root causes and develop prescriptive actions.
• Experience in creating and maintaining process documentation, SOPs, or quality guidelines.

Qualifications

• Bachelor's degree or equivalent.
• Preferred: Bachelor's degree in a relevant field (e.g., Linguistics, Data Science, Business, or related discipline).
• Demonstrated ability to build or improve quality frameworks, audit processes, or feedback loops.
• Preferred: Experience coaching or providing quality feedback to operations or associate-level teams.