• Perform visual inspection of printed books and technical review of files, identify root cause of errors, and recognize trends and areas for improvement to the file ingestion experience.
• Own and prioritize daily work allocation based on business needs to meet SLA and communicate risks proactively.
• Work effectively in an ambiguous work environment and communicate with team members and leadership regularly.
• Support internal stakeholders by researching, driving solutions and providing technical answers or solutions in non-technical terms to customer inquiries.
• Innovate and drives improvement to the customer experience.
• Build effective relationships with other departments and divisions of Amazon.
• Consistently deliver results on improvement projects.
• Gain SME in technical areas owned by the team and maintain resources and documentation for all areas of responsibility.
• Maintain, deliver and evaluate metrics to facilitate product and process improvements.
• Meet business metrics and contact goals - SLA, AHT, accuracy (quality).


Key job responsibilities
File Quality is a part of Global Publishing Solutions Technical Services Team. Technical Process Specialists research and troubleshoot issues associated with file ingestion and manufacturing for both the Kindle Direct Publishing (KDP) and Kindle Enterprise Publishing (KEP) platforms. We own the operational aspects of the KDP DIY platform, KEP DIY & Mass Ingestion Operations, Print-on-Demand manufacturing, and self-service creation tools. The Technical Process Specialist reviews current file ingestion processes and quality to identify process and quality improvement opportunities. File Quality also owns the Print Quality Assurance (PQA) process for both Print On Demand platforms (KEP and KDP) in addition to the KEP External Vendor Processes (Manual Formatting) for KEP POD. TS provides product support for the GPS PM team, additionally, the FQ team serves the following teams within the Books org and Amazon: Customer Service, KDP Support, KEP Support, Enterprise POD Content Acquisition Team, Amazon Publishing, Comixology, Product Management, Dev, Manufacturing and business leaders.

About the team
The file quality team works daily to improve publishing tools and educate publishers, simplifying the book publishing experiences for our independent and enterprise publishers. We own and improve content quality for print and digital publishing and create a positive, problem solving environment that balances reactionary thinking with forward/big thinking.