PQA Quality Analyst, PQA

The Quality Assurance (QA) team is looking for a Quality Analyst to identify and quantify opportunities to improve the Kindle Content Provider customer experience across multiple lines of business. The ideal candidate will possess a balanced mix of analytical skills and reporting skills. Quality analyst will perform audits, identify the root cause of gaps between our actual performance state against desired performance state and highlight improvement opportunities to the appropriate teams to drive improvement. They will collaborate with Operations to implement and evaluate the results of recommended solutions.

Key job responsibilities
•Perform audits of customer interactions
• Review audits and provide feedback
• Create, update, and analyze weekly and monthly metric reports to identify improvement opportunities
• Create, update, and analyze weekly and monthly audit program reports to identify patterns, outliers and improvement opportunities
• Communicate ...