ICQA Escalation Specialist

Amazon; Abu Dhabi; On-site; AED 80,000 - 100,000; Full time

Job summary

A leading global e-commerce company is seeking an Escalation Specialist for Inventory Control and Quality Assurance in Abu Dhabi. This role acts as a link between customer service and operations, addressing issues and analyzing performance data. The ideal candidate is flexible with work hours, has experience with Microsoft Office, and is capable of physical tasks. Join a team dedicated to delivering exceptional customer service and driving operational efficiency.

Qualifications

• 1 year of experience with Microsoft Office products.
• Ability to lift up to 49 pounds and stand during shifts lasting up to 12 hours.
• Experience in Amazon Floor Monitoring preferred.

Responsibilities

• Act as a link between Customer Service and ICQA.
• Support Customer Service requests and issues.
• Conduct research and generate analytical reports.

Skills

Microsoft Office products

Problem-solving

Data analysis

Education

High school or equivalent

Job description

JOB DESCRIPTION

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.

Role

Escalation Specialist role in Inventory Control and Quality Assurance (ICQA).

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 goals

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
• 2 years of Amazon Amnesty Floor Monitoring experience

Service inclusion and accommodation statement

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Required Experience

Unclear Seniority