ICQA Escalation Specialist

Amazon; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading global e-commerce company is seeking an Escalation Specialist in Abu Dhabi to act as a vital link between Fulfillment Center and Customer Service. The role involves solving operational issues, supporting customer service requests, and conducting analyses to improve performance. The ideal candidate should have experience with Microsoft Office and at least two years of Amazon Floor Monitoring. Flexibility in working hours is required.

Qualifications

• 1 year of experience with Microsoft Office products.
• Ability to work a flexible schedule including weekends and holidays.
• 2 years of Amazon Floor Monitoring experience.

Responsibilities

• Act as the link between Customer Service, ICQA, and Operations teams.
• Contribute to solving operational issues.
• Support Customer Service requests related to stalled shipments and complaints.
• Research trends and generate reports.

Skills

Microsoft Office proficiency

Analytical skills

Problem-solving

Education

High school diploma 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 in Inventory Control and Quality Assurance (ICQA)

The ICQA team is seeking an excellent individual interested in becoming an Escalation Specialist (ES). The ES reports to the local ICQA organization and acts as a key link between Fulfillment Center and Customer Service. The ES analyzes and resolves operational issues impacting customers, acting on customer issues to solve them and prevent further defects. Responsibilities include connecting different FC areas for quick problem resolution, developing skills, and meeting targets aligned with company goals.

Key Responsibilities:

1. Act as the link between Customer Service, ICQA, and Operations teams.
2. Contribute to solving operational issues to avoid impact on customers and prevent reoccurrence.
3. Support Customer Service requests related to stuck shipments, customer complaints, catalog errors, and process issues.
4. Perform concession researches, analysis, and escalations.
5. Conduct special research and deep dives, identify trends, and generate reports to drive actions.
6. Support other Escalation Specialists as required.
7. Assist in ensuring successful area performance through analysis and reporting on business performance.
8. Research free replacements daily and provide detailed error analysis.
9. Apply Amazon policies and guidelines related to the ES role and general processes.
10. Support and work in the department as required.
11. Understand workflow and daily production goals.
12. Possess 1 year of experience with Microsoft Office products and applications.
13. High school diploma or equivalent.
14. Work a flexible schedule, including weekends, nights, and holidays.
15. Able to lift up to 49 pounds, stand/walk during shifts up to 12 hours, and frequently push, pull, squat, bend, and reach.
16. Have 2 years of Amazon Floor Monitoring experience.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need workplace accommodations during the application, hiring, interview, or onboarding process, please visit [link]. If your country/region isn't listed, please contact your Recruiting Partner.

Required Experience: Unclear Seniority