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Amazon.com, Inc.

QA Process Specialist

Amazon.com, Inc. - North Charleston, SC

Job DescriptionPosition Overview The Kindle Content Quality Assurance team (QA) is seeking a Quality Process Specialist who shows strong ownership and enjoys creating processes that improve the content provider experience. The role will support multiple lines of business (CreateSpace, Kindle Direct Publishing, Amazon Video Direct, and Author Central), and use subject matter expertise to create standardized processes and write customer-facing content for customer service teams across a global network. Strong written and verbal English communication skills are critical. This role will partner with different stakeholders, including product managers, integration project managers, ACES, content development, learning & performance, ECR, and operations. The Quality Process Specialist will: · Define customer and employee use cases and processes for new or changing products or business launches. · Investigate, analyze, and improve processes to address performance gaps. · Develop and maintain employee-facing policies as well as customer-facing blurbs. · Collaborate with stakeholders to align operational processes and content to meet customer needs. · Participate in Indie publishing customer service improvement projects. · Review all CS internal and external content for accuracy, completeness and consistency. · Communicate effectively with other departments, in and outside of Indie CS, in researching process quality issues.
Basic Qualifications· At least 2 years\u2019 customer service experience · At least 6 months\u2019 experience in Indie Publishing (Kindle Direct Publishing, CreateSpace, Amazon Video Direct, or Author Central) · Experience defining and improving processes and content in a business environment · Functional knowledge of Microsoft systems including: Word, SharePoint, Visio, Excel and PowerPoint · Familiarity with basics of HTML: Formatting text, creating tables, setting links. \u2022 Ability to analyze customer-related data and draw conclusions, leading to improvement initiative recommendations \u2022 Ability to multi-task & prioritize, with strong organizational and follow-up skills \u2022 Excellent English-language skills (spoken, reading, and written) \u2022 Flexibility to work evening and weekend hours as needed
Preferred Qualifications\u2022 Bachelor\u2019s Degree \u2022 Experience with lean and/or Six Sigma tools or concepts \u2022 Strong analytical skills that can be used to identify patterns, outliers and opportunities \u2022 Experience with Indie CS Admin and supporting tools \u2022 Experience in multiple indie publishing businesses \u2022 Aptitude to quickly learn new systems and software

6 days 7 hours ago

Amazon.com, Inc.

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QA Process Specialist Amazon.com, Inc. - North Charleston, SC, United States

   

Location: North Charleston, SC

Company Profile:
Amazon, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers. Today, Amazon offers everything from books and electronics to tennis rackets and diamond jewelry. We operate sites in Canada, China, France, Germany, Italy, Japan, Spain and United Kingdom and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.