Quality Program Specialist, GSOC Continuous Improvement Team, Worldwide Operations Security (WWOS)

Amazon is seeking detail-oriented, analytical applicants with a desire to work directly with takeholders, operations teams, and programs teams to identify defects, drive process improvements, and bring quality initiatives to successful resolution in support of the Global Security Operations Center (GSOC) and the Continuous Improvement Team. The applicant will exemplify Amazon's Leadership Principle Insist on the Highest Standards by ensuring operational quality, identifying defects, and continuously raising the bar for performance excellence across all GSOC service delivery experiences.
This unique role handles quality assurance activities across multiple areas including dashboard development, post-notification reviews, call audits, defect ticketing and management, and process optimization. Demonstrated ownership, attention to detail, proficiency with data and reporting tools (e.g., Excel, Quick, Connect), and concise oral and writing skills are crucial requirements for this role.
This role will be located at our Global Security Operations Center (GSOC)in Bengaluru. The GSOC provides: global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon's regional locations, coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM), troubleshoots issues with the alarm access control system, and issues credentials to critical data locations, among other daily service and projects. This position is a Quality Program Specialist within the GSOC Continuous Improvement Team.

Key job responsibilities
• Develop and manage GSOC quality dashboards, performance metrics, and reporting standards to enable data-driven decision-making..
• Partner with cross-functional stakeholders to define quality KPIs, reporting requirements, and ensure data accuracy and alignment..
• Maintain and optimize Structured Quality Performance Review (SQPR) dashboards to provide operational performance visibility..
• Manage quality metric reporting, including data collection, cleansing, validation, and governance to ensure reporting integrity..
• Oversee the creation, review, and maintenance of quality SOPs, process guides, and user documentation to ensure standardization and compliance..
• Lead EMT Post-Notification Reviews (PRs), conducting root cause analyses and identifying opportunities for continuous improvement..
• Conduct quality reviews of EMTs against established standards, policies, and procedures, documenting findings and driving corrective actions..
• Support and enhance the GOCcall audit program, including Audit the Auditor activities, to maintain consistent evaluation standards..
• Manage defect ticket triage, prioritization, escalation, and resolution in partnership with Operations leadership..
• Participate in audit and PR appeal reviews, applying standardized evaluation frameworks to ensure fairness and consistency..
• Lead process optimization initiatives by identifying operational inefficiencies and implementing data-driven improvements..
• Conduct in-depth microsite investigations to identify root causes and provide actionable recommendations..
• Fulfill ad hoc quality reporting and analytical requests from business stakeholders..
• Coordinate weekly, monthly, and executive quality performance reporting for business reviews and leadership updates..
• Drive a culture of continuous improvement, operational excellence, and quality governance across GSOC.

A day in the life
The Quality Program Specialist will conduct quality audits, manage dashboards, review EMTs, and triage defect tickets. Assisting in the identification of performance gaps and driving process improvements to support operational excellence.

About the team
The GSOC Continuous Improvement Team is a versatile, cross-functional team spanning five verticals: Quality, Voice of the Customer, Change Management, Business Continuity, and Special Projects. Team members are expected to operate beyond their comfort zone, stepping up, stretching into new areas, and rising to meet the evolving needs of GSOC operations globally.

Basic Qualifications

- Bachelor's degree or equivalent work experience in Business, Operations, Logistics, Supply Chain or a related field
- Experience using data and metrics to back up assumptions, evaluate outcomes, and make data-driven decisions
- Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- 1+ years of business analyst, data analyst or similar role experience
- Experience implementing process improvements
- 2+ years of experience in a quality assurance or quality control role

Preferred Qualifications

- Experience with Six Sigma, lean manufacturing, or experience in similar environments
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Experience with mission-critical, 24x7 operations
- Experience creating process documentation
- Experience in root cause analysis and troubleshooting or problem solving

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