rchnnmb
Quality Analyst
Customer Experience and Operations Leader with 5+ years of progressive responsibility in customer support,
quality assurance, and team supervision in high-volume global environments. Proven success in building compliant, high-performing support teams that resolve complex issues, uphold policy integrity, and drive
customer trust. Recognized for operational excellence, cross-functional leadership, and data-informed
process optimization. Awarded Top QA and "Bias for Action" distinctions at Amazon for impactful, fast-
executing leadership.
Experience: 5 years
Yearly salary: $40,000
Hourly rate: $20
Nationality: 🇵🇠Philippines
Residency: 🇵🇠Philippines
Experience
Quality Analyst
Amazon 2020 - 2025
Conduct quality audits for global support interactions (voice, chat, email) to ensure policy compliance, customer resolution accuracy, and brand-aligned tone. Drive resolution of complex escalations by analyzing root causes and collaborating across policy, operations, and product teams. Lead coaching initiatives for frontline agents, using data insights to drive measurable improvements in CSAT, AHT, and compliance metrics. Facilitate global calibration sessions and roundtables to ensure unified quality standards across support sites. Create documentation and tools that elevate audit reliability, reduce operational friction, and support scale.
Skills
compliance
customer-support
project-manager
analyst
english