Job Summary

DESCRIPTION

The SPX SWAT team under PICCCE (PARS Initiatives, Continuity and Compliance Centre of Excellence) is seeking an Escalations Specialist to support incoming appeals from selling partners whose products have been removed from our store. This role will manage escalations from stakeholders, demonstrate high due diligence in terms of understanding issues within AMZN by performing extensive dive deep and collaborate with multiple stakeholders to close the escalation. Candidates will query and analyze data, drive process improvements, standardize current processes, and eliminate the root causes of defects within existing systems. They will be action-oriented, flexible problem-solvers with excellent research skills. They will clearly demonstrate Customer Obsession and Ownership while providing guidance to fellow SPX_SWAT and stakeholders. Key job responsibilities

• Systematically intake, escalate, and triage issues and requests to the relevant owners and teams and follow through on the resolutions to ensure they’re delivered
• Execute high due-diligence in diving deep on the escalation, use SOP and individual expertise to identify scope, and resolve/route as applicable
• Support internal stakeholders (Escalation POC, SPX Program, Selling Partner Support, etc.) by acting as a liaison between them and the PICCCE leadership
• Monitor multiple communications going on in parallel to identify escalation trigger and gather all related information to perform adequate analysis
• Attend high critical case on priority such as those involving death, injury, eminent harm, etc.
• Excellent communication, both verbal and written, as you will be required to draft narratives, and communicate findings during review meetings
• Identify process improvement opportunities by diving-deep into the issue, compiling, and leveraging information from internal reporting, data analysis, tickets, and regulatory trends
• Pull data from databases and work with the team’s Business Analyst to perform weekly reporting and analysis
• Study process metrics and create reports/WBRs (Weekly Business Review) for stakeholders/leadership
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Identify outliers and trends stemming from the findings of quality audits.
• Highlight the ambiguous cases to managers for take on time and accurate steps.
• High level of understanding is required to validate dive deep report, CAPA and put mechanisms to prevent similar escalations

Basic Qualifications

• Bachelor’s Degree
• Work experience with SQL
• Experience working in data analysis, manipulation and identifying patterns in large data sets
• Previous experience delaing with stakeholders

Preferred Qualifications

• Experience leveraging technology to bring process improvements.
• Experience in compliance / regulatory area
• Project management experience

Company – Nuqtat Al Taknalojia

Job ID: A2191356

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