At Amazon, I led day-to-day operations for teams of 30+ and managed an operation supporting 564,000+ annual case resolutions. We achieved 122.17% productivity attainment while maintaining a 0.71% defect rate against a 2% quality target.
I launched a global QA Auditor Metric Scorecard supporting 86,000+ audits and drove coaching initiatives that reduced defects by 77.7%. I also developed a centralized escalation framework and supported machine-learning calibration by reviewing 2,500+ automated tasks.
