ICQA Escalation Specialist

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's customer experience. Every action we take is on behalf of our customers, and 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 worldsrema and implement innovation. This is your chance to make history.

Role:
Tier III – Escalation Specialist in ICQA. The ICQA team seeks 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 FCs and Customer Service. The individual analyzes and solves operation issues that may impact customers, acts on customer issues, and prevents further defects.

The role includes responsibilities specific to different Fulfillment Center areas to connect them for quick problem resolution. The Escalation Specialist must drive self‑development, enhance existing skills and knowledge, and meet targets and productivity expectations in line with company goals.

• Act as the link between Customer Service and the ICQA and Operations teams.
• Contribute to solving operation issues to avoid impact on customers and prevent future recurrence.
• Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors, and process issues.
• Perform concession research, analysis, and escalations.
• Conduct special research退出 and deep dives, identify trends, and generate reports that drive actions.
wear 1
• Support other Escalation Specialists as required.
• Assist in ensuring successful area performance by analysing and reporting on business performance.
• Research free replacements daily and provide detailed analysis of the errors.
• Apply Amazon policies and guidelines related to the Escalation Specialist role and general processes.
• Support and work in the department as required.
• Fully understand workflow and daily production goals.

• 1+ years of experience with Microsoft Office products and applications.
• High school diploma or equivalent.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Can lift up to 49 pounds and stand/walk during shifts lasting up to 12 hours; must be able to frequently push, pull, squat, bendrepair, and reach.
• Work 40 hours per week, with overtime as required.

• Expertise in Microsoft Excel, VBA, SQL, and other databases.
• Experience developing tools, data collection processes, and data management systems.
• Ability to handle multiple, competing tasks in a deadline‑driven environment.

Our inclusive culture헌 empowers Amazonians to deliver the best results for our customers. If youمز have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Tagged as:
Administrative Support