ICQA Escalation Specialist
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Key skills for this role
About the Role
Amazon is seeking an ICQA Escalation Specialist to act as a link between Customer Service and fulfillment center operations in Abu Dhabi. The role involves analyzing operational issues, conducting research, and supporting customer requests to prevent defects.
Key Skills for This Role
Responsibilities
- Act as the link between Customer Service and the ICQA and Operations team
- Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
- Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
- Perform Concession researches, analysis and escalations
- Conduct special research and deep dives, identify trends and generate reports that drive actions
- Support other Escalation Specialists as required
- Assist in ensuring successful area performance by analysis and reporting on business performance
- Research free replacements daily and provide detailed analysis of the errors
- Apply Amazon policies and guidelines related to ES role and general processes
- Fully understands workflow and daily production goals
Requirements
- 1+ years of Microsoft Office products and applications experience
- High school or equivalent
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
- Work 40 hours/week, and overtime as required
- Experience with SQL and advanced Excel (preferred)
- Ability to handle multiple, competing tasks in a deadline driven environment (preferred)
Full Job Posting
Role Overview
- The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist. The Escalation Specialist reports into the local ICQA organization and is a key link between FC’s and the Customer Service. He/She analyzes and solve operation issues that may have impact on Cust
Responsibilities
- Act as the link between Customer Service and the ICQA and Operations team
- Contribute to solve operation issues to avoid impact on Customers and prevent future reoccurrence
- Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors and process issues
- Perform Concession researches, analysis and escalations
- Conduct special research and deep dives, identify trends and generate reports that drive actions
- Support other Escalation Specialists as required
- Assist in ensuring successful area performance by analysis and reporting on business performance
- Research free replacements daily and provide detailed analysis of the errors
- Apply Amazon policies and guidelines related to ES role and general processes
- Support and work in the department as required
- Fully understands workflow and daily production goals
Basic Qualifications
- 1+ years of Microsoft Office products and applications experience
- High school or equivalent
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
- Work 40 hours/week, and overtime as required
Preferred Qualifications
- Experience with SQL and advanced Excel
- Ability of having developed tools, data collection processes, and data management systems
- Ability to handle multiple, competing tasks in a deadline driven environment
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