Quality Process Leader

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.
This role is responsible for working with team members and leaders to support our customer's experience by using quality tools to define, investigate, and identify continuous improvement activities to improve the customer and internal team experience, increase quality in our responses, ticket accuracy, and overall operational excellence.
This role will work directly with the Sr. Director of Quality and Training and collaborate with other levels of the organization to develop and implement a quality management system that will support the COPC standard.
This role will review and lead initiatives regarding customer case status, timeliness and accuracy of responses, and ensuring gaps are closed in training and learning by identifying deviations from established data governance standards and departmental SLAs that constitute a real or potential risk to Customer Care and Supports' strategic objectives, our overall customer experience, and drive the approved mitigation plans to resolve.
The successful candidate will ensure internal teams are providing accurate, and high quality experiences for our customers.
"Amplify's COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided. "
Responsibilities:

• Create and review all forms of team documentation including training material, Business Requirements Specifications documents, process maps, and established quality criteria
• Collaborate with all Amplify Support teams to define acceptance criteria and produce test plans
• Analyze quality data and drive corrective actions and process improvements.
• Engage Six Sigma tools for process improvements
• Support the development and implementation of a quality management system
• Document and report on quality assurance activities with internal reporting and audits
• Create testing protocols for implementation across all service lines
• Identify training needs and take action to ensure company-wide compliance
• Perform targeted daily/weekly/monthly number of quality assurance audits as set by Customer Care and Support Operations Management

Basic Qualifications of the Quality Process Leader:

• Related College degree or equivalent experience
• 5+ years professional work experience in a technical and/ or customer service-based environment
• 5+ years professional experience in a customer service-based Quality Control environment
• Experience with accurately reading, writing, interpreting instructional and technical documentation
• Experience performing tasks with high level of accuracy
• Knowledge of quality control/assurance terminology, methods, and tools: Six Sigma, LEAN, ISO, COPC.

Preferred Qualifications of the Quality Process Leader:

• Previous experience working with the following tools: Salesforce, Google Suite (specifically Google Sheets and Forms), Microsoft Office 365
• Working knowledge of Quality Management Systems
• Ability to work in a fast paced environment without compromising customer satisfaction
• Strong attention for detail and investigative skills to "connect the dots" on complex issues

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 $60,000 - $80,000.
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.