Director of Quality Assurance Fulfillment

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.
The Director of Quality Assurance is responsible for planning, developing, and directing quality assurance policies, programs, and initiatives. The Director of Quality Assurance evaluates the performance of the order fulfillment process and quality of resulting operations to improve existing methods of operation. You will develop, implement, and revise quality standards, tools, and methods. In addition, the Director of Quality Assurance requires knowledge of company, industry, and governmental regulations affecting product quality. You will also provide input to strategic decisions that affect the functional area of responsibility and may give input into developing future versions of current processes that will encourage order accuracy and improve customer experience.
Responsibilities:

• This individual is considered a subject-matter guide in areas that include Quality Systems, Quality Assurance, Quality Control, and Continuous Improvement
• Designs, implements and documents quality assurance procedures for order fulfillment process control.
• Ensure that scalable quality strategies and processes are established to meet business objectives and operational needs
• Conduct and assist in the development of quality assurance training on a cross-functional basis.
• Develop, implement, and uphold Quality KPIs at the order fulfillment and vendor level to ensure processes are in line with elite quality.
• Report on quality KPIs and Continuous Improvement to Senior Leadership Team and own long-term corrective actions for gaps in the quality assurance process.
• Reviews quality control documentation such as checklists, logs, and reports for effectiveness, accuracy, and relevance
• Enthusiastically collaborate and drive a culture of quality, reliability, and continuous improvement throughout the order fulfillment group
• Mentor and coach team members to build and develop an impactful, collaborative team
• Lead multifaceted projects and collaborate with cross-functional partners
• Develop, communicate, and implement a multi-year global Quality Assurance and Continuous Improvement strategy

Order Processing:

• Ensure adequate reporting structure between key collaborators including Sales and Customer Support as well as internal supply chain team members (e.g. Planning and Vendor Management)
• Order Fulfillment and Order Exception case queue reporting across the Order Fulfillment teams
• Perform Order Fulfillment duties as needed such as processing kit cases, and sending to vendor for fulfillment and continue to be the liaison for Amplify internal employees and the vendor

Leadership:

• Consistently demonstrate customer service excellence and standard methodologies by acting as an Order Fulfillment spokesperson in meetings and workshops as needed
• Provide Order Fulfillment quality assurance training for all new hires
• Regularly review progress, feedback and monitor KPIs with direct reports
• Document and update standard processes to share with senior leadership

Basic Qualifications:

• BA/BS degree
• 8+ years of experience leading quality teams in a high growth environment with broad product and process mix
• 5+ years of experience establishing and handling quality performance metrics and Continuous Improvement throughout product and process value streams
• Strong customer service skills managing multiple clients in a high-volume and fast-paced environment
• Sophisticated proficiency with Excel and Google Sheets
• Analytical, strategic and creative problem solving skills
• 5+ years of leadership experience.

Preferred Qualifications:

• Salesforce, Netsuite and/or Google Suite experience
• Strong drive for results with ability to thrive in a fast-paced, constantly changing environment
• Ability to think strategically and manage multiple competing priorities
• Strategic problem solver with the ability to roll up sleeves to get work done when needed
• Experience in the field of education, school / district leadership, educational publishing / technology

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a lucrative 401(k) plan, incentive stock options, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $135,000 - $145,000. This role is eligible to receive an annual discretionary bonus that rewards individual and company performance.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.