Escalation Specialist PICCCE

Job Description

Job summaryThe 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 theyre 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 teams 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 escalationsA day in the lifeA typical day in the life of this role will be managing multiple platform of inbound and outbound communications with various stakeholders, all of which must be managed within a tight turnaround time. As an Escalation Specialist, you will work with compliance category specialists and leaders on the PICCCE team to drive process improvements and resolve open issues. You will attend weekly WBRs and report on your findings each week. You will build processes and SOPs, and help the rest of the team improve their performance.About the teamPARS WW SPX SWAT is a centralized escalation management team under PICCCE (PARS initiatives), which acts as a centralized desk in uptake of escalations from internal stakeholders. SPX SWAT, in collaboration with PARS program(s), conduct holistic investigations, perform root cause analysis, and drives corrective/preventive actions to prevent future incidents related to the same root cause.We are looking for someone who can contribute to the group?s operational excellence by assisting with the execution of our compliance life cycle and ensuring that high quality compliance inputs are provided in the process. To be successful, you must be comfortable working on repetitive tasks requiring strong judgment, have the ability to effectively communicate with stakeholders, both verbally and in writing, and must be able to identify and document improvement opportunities within the processes you work on. You will have strong prior work experience in a professional setting, a cooperative attitude, and organizational skills. The position requires that you be self-motivated and will involve both independent and teamwork in a fast-paced environment that is constantly changing. 2+ years of relevant experience and/or training.We are looking for someone who can contribute to the group?s operational excellence by assisting with the execution of our compliance life cycle and ensuring that high quality compliance inputs are provided in the process. To be successful, you must be comfortable working on repetitive tasks requiring strong judgment, have the ability to effectively communicate with stakeholders, both verbally and in writing, and must be able to identify and document improvement opportunities within the processes you work on. You will have strong prior work experience in a professional setting, a cooperative attitude, and organizational skills. The position requires that you be self-motivated and will involve both independent and teamwork in a fast-paced environment that is constantly changing. 2+ years of relevant experience and/or training.

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