ACCS Quality Auditor, ACCS Quality

Job description

Amazon Candidate Connection Services (ACCS) supports millions of candidates annually with hiring-related inquiries across Operations fulfillment pipelines. Associates resolve questions ranging from application status and scheduling to onboarding support, delivering consistent and exceptional candidate experiences across five contact channels—SMS, chat, inbound phone, email, and outbound—in 8 languages across 13 countries. The ACCS Quality team, as part of the broader Global Candidate Operations organization, provides data-driven insights to elevate associate and vendor performance across ACCS Tier 1 candidate service interactions. ACCS Quality partners across Operations, Learning, Content, and Technology to implement enhancements that drive candidate satisfaction and hiring funnel efficiency. We are seeking an experienced Quality Auditor and AI-forward contributor to support end-to-end associate quality improvement. This role executes quality audit processes, manages evaluation workflows, and coordinates cross-functional efforts that elevate associate performance and candidate satisfaction through AI-driven automation and scaled delivery. Success in this role means sustained improvement in associate quality across multiple vendors and channels, reduced defect recurrence, consistent application of quality standards, and leadership confidence in quality outcomes and audit execution—achieved through leveraging AI-driven workflows that streamline operations and scale quality framework influence. Key job responsibilities Quality Auditing Improvement Conduct end-to-end quality audits across ACCS Tier 1 candidate…