ICQA Escalation Specialist
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Key skills for this role
About the Role
Amazon seeks an ICQA Escalation Specialist to act as a key link between Fulfillment Centers and Customer Service, analyzing and resolving operational issues to prevent customer 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
Full Job Posting
Mission and Role
- Amazon's overall mission is to be the place where customers can find, discover and buy anything online.
- The ICQA team is seeking an Escalation Specialist (Tier III) to analyze and solve operation issues impacting customers.
- The role reports into the local ICQA organization and is a key link between FCs and Customer Service.
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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