Job Information
Amazon Quality Assurance Trainer, Training and Quality Control in Pasay, Philippines
Description
The Trainer & Quality Auditor is a high-impactful dual role that transforms performance through strategic training design and data-driven quality insights. You'll create engaging learning experiences while conducting audits that uncover critical improvement opportunities. By analyzing performance data and audit findings, you'll identify skill gaps, design targeted interventions, and measure real results — directly shaping operational excellence and team success.
Key job responsibilities
Design and deliver instructor-led training programs for new hires and tenured employees, ensuring content aligns with accuracy, performance goals, and operational standards
Conduct quality audits per cycle, evaluating interactions against defined standards and documenting findings with structured, actionable feedback
Analyze audit data to identify performance gaps, root causes, and systemic issues — translating insights into targeted interventions such as refresher training, job aids, coaching guides, or process clarifications
Track intervention effectiveness using key metrics — FCR, NRR, and initiated call rates — and prepare narrative-style performance reports that highlight trends, patterns, and the measurable impact of interventions on team performance
Present findings and recommendations to stakeholders in a clear, concise format
Participate in calibration sessions to ensure audit consistency and contribute to the development of quality frameworks and training standards
Support the exploration of AI-assisted auditing tools to scale quality coverage across multiple languages
Demonstrate agile support through cross-functional collaboration and quick response to emerging quality and training needs across teams
Provide hands-on operational support during peak periods or critical business needs, including direct case processing when required
Basic Qualifications
Completed a Bachelor's Degree
Background in Accounts Receivable and/or Accounts Payable is required
2+ years of experience in communication programming and projects
3+ years of experience in a Training and Quality role
Excellent written and verbal communication skills
Demonstrated ability to plan, organize, and execute learning interventions and projects from concept to completion
Proven track record in creating process improvement projects or interventions
Proficient in MS Office
Preferred Qualifications
Subject matter expertise in Finance and Accounting processes
Excellent root cause analysis skills
Familiarity with quality audit tools or learning management systems (LMS)
Experience with financial systems (Oracle Financials, SAP, or other ERP
tools)
Experience working with multi-cultural, multi-national teams
Excellent organizational and time-management skills
Experience in AI products and solutions
Exposure to AI-assisted quality or language analysis tools is a plus
Flexible in schedule and work load
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.