ICQA Escalation Specialist
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Operations is at the heart of Amazon customer experience. Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.
The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist (ES). The Escalation Specialist reports into the local ICQA organization and is a key link between Fulfillment Center and Customer Service. The Escalation Specialist analyzes and solve operation issues that may have impact on Customer and acts on Customer issues to solve them and prevent further defects. Escalation Specialists holds responsibilities specific to the different FC areas to connect them for quick problems resolution. The ES will have the drive to develop and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.
Key job responsibilities
Key job 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 goalsExperience
Minimum of vocational education degree (Level 3 according to European Qualification Framework [EQF])
Physical requirements – a person lift limit is up to 15kg (*unless a country has a lower individual limit)
Very good command of local language (spoken, listening, writing)
Good communication skills
Analytical skills (able to identify problem root cause, predict issues by looking at data and Key Performance Indicators)
Proactive problem solving and hands on approach
Ability to learn new skills and information and adapt to changes and deliver results, whilst working in a fast paced environment
Experience in coaching or leading a team
Eligibility Criteria:
Must not having any live warnings or letters of concern
Must have at least 12 weeks’ tenure (in either temporary or permanent role combined)
If permanent and have not yet passed probation, your continued employment is subject to your passing of probation in the new site
Minimum Pre-intermediate level English
Capable of working the entire MS Office suite, especially ExcelBasic understanding of Lean methodology
Orientation towards detail and precision
Ability to deep dive in operations process and develop ideas for process challenges
Demonstrated problem solving & analytical skills
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
