Company Name : Amazon MENA

ICQA Escalation Specialist

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.

The ICQA team is seeking 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 FC’s and the Customer Service. He/She 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 Fulfillment Center areas to connect them for quick problems resolution. He/She will have the drive to develop him/herself and 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 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

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