The Amazon Leo European Operations team is looking for a Field Quality Assurance and Compliance Lead who will be responsible for embedding quality standards and training excellence across Field Service Providers in Europe. Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
A successful candidate will be a detail-oriented quality professional with a passion for driving consistency and excellence across distributed service operations. We are looking for someone with experience in quality assurance frameworks, compliance, and audit management, ideally within telecommunications, utilities, or field service industries. The ideal candidate will ensure that Leo’s policies and procedures are embedded across all Field Service Providers, driving consistent customer standards across every territory and bringing B2B processes into full scope.
Key job responsibilities
- Embed Leo’s policies, procedures, and quality standards across all appointed Field Service Providers, ensuring consistent adoption and adherence in each European territory
- Develop and maintain a comprehensive quality assurance framework covering both B2C and B2B installation and service processes, ensuring full alignment with Leo’s customer experience standards
- Design, deliver, and continuously improve training programmes for Field Service Provider teams, covering installation quality, customer interaction standards, and Leo-specific processes and procedures
- Conduct regular field audits across European territories to assess compliance with quality standards, identifying gaps and driving timely corrective actions
- Manage territory-specific audit standards where country-level regulatory or operational requirements differ, ensuring local compliance while maintaining overall consistency across the programme
- Monitor and report on quality performance metrics across Field Service Providers, providing actionable insights and recommendations to the European Operations leadership team
- Investigate quality failures and customer escalations, conducting root cause analysis and implementing preventive measures to reduce repeat incidents
- Collaborate with Field Service Providers to develop continuous improvement plans, sharing best practices and learnings across territories to drive compliance and performance uplift
- Work closely with the broader Operations team to ensure quality and safety standards are aligned, complementary, and mutually reinforcing across all Field Service Provider operations
- Ensure appropriate training materials, certification frameworks, and competency assessments for installer teams across all territories.
This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations.
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Bachelor's degree
- Master's degree
- Experience defining program requirements and using data and metrics to determine improvements
- Experience leading process improvements
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