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Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations. Their primary responsibility begins with developing robust quality strategies in collaboration with customers and CPMs, encompassing metrics, audit approaches, and specific targets for each workflow. When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions. They maintain a continuous improvement cycle by managing a critical feedback loop between operations and customers, drawing insights from multiple sources including quality auditors, side-by-side observations, and metric analysis. Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements. The specialists serve as key escalation points for customer concerns, providing strategic recommendations based on their deep understanding of processes. They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows. This comprehensive approach ensures quality remains at the forefront of our operational excellence.

Key job 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
Your day starts by checking quality dashboards for your assigned workflows — reviewing audit scores, appeal rates, SLA status, and any overnight escalations. You will spend approximately 30% of your time on analysis: reviewing data trends, investigating root causes of quality dips, and creating prescriptive actions for operations teams.

Another 30% goes to stakeholder communication: leading weekly customer meetings, preparing quality reports, and handling escalations. The remaining time is 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, and 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. Quality Specialists own the quality strategy for assigned workflows, bridging the gap between operations execution and customer expectations.