仕事内容

Role overview

This position sits within Amazon’s ICQA function as a Tier III Escalation Specialist in Abu Dhabi. The role focuses on connecting Fulfillment Centers, Customer Service, ICQA, and Operations to resolve issues that affect customers, reduce recurring defects, and support smooth daily operations. The job is centered on analysis, escalation handling, reporting, and cross-team coordination in a fast-paced fulfillment environment.

Key responsibilities

Serve as a bridge between Customer Service, ICQA, and Operations teams.
Investigate operational issues and help resolve them before they affect customers or recur.
Handle Customer Service requests related to delayed or stuck shipments, customer complaints, catalog issues, and process-related problems.
Carry out concession research, case analysis, and escalation work.
Perform deep-dive investigations, spot trends, and prepare reports that lead to action.
Support fellow Escalation Specialists whenever needed.
Contribute to area performance by reviewing business results and producing analysis reports.
Review free replacement cases each day and provide detailed findings on errors.
Follow Amazon policies and operational guidelines relevant to the role and standard processes.
Assist with departmental tasks as required and maintain a clear understanding of workflow and daily production targets.

Basic qualifications

At least 1 year of experience using Microsoft Office applications.
High school diploma or equivalent qualification.
Ability to work a flexible schedule across shifts, areas, weekends, nights, and holidays.
Physical capability to lift up to 49 pounds and remain on feet or walking for shifts of up to 12 hours, with frequent pushing, pulling, squatting, bending, and reaching.
Availability to work 40 hours per week and overtime when needed.

Preferred qualifications

Experience working with SQL and advanced Excel.
Ability to build tools, data collection methods, and data management systems.
Comfort handling several competing priorities in a deadline-focused environment.

Accommodation and inclusion

Amazon states that its inclusive workplace supports employees in delivering results for customers. Candidates who need an accommodation or adjustment during the application, interview, or onboarding process can request support through Amazon’s hiring accommodation process.

ICQA Escalation Specialist

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