Amazon
ICQA Area Manager, ICQA
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Customer Fulfilment
Customer Fulfilment, or CF, is where it all started for Amazon. CF has scaled up from a humble team of booksellers to a sophisticated global team which handles more than 1.5 million orders every day. The team is the foundation of our business and its efforts have helped us diversify across new regions and services. With the help of emerging technology, we’re always looking for ways to offer a bigger, better product range – delivered quickly and affordably.
The CF team are the first people in the chain that helps customers get products at the speed we’re known for. We’re based in Fulfilment Centres, which are at the heart of Amazon’s fast-paced Operations network. Our centres are sometimes referred to as the ‘First Mile’ because it’s where most Amazon packages start their journey. We help to manage dynamic inventory and facilitate speedy deliveries round the clock.
Lots of different people work in our Fulfilment Centres, so there are plenty of opportunities for every skillset. Some of us work with physical products, while others analyse data to help everyone across the business make smart decisions.
Key job responsibilities
- Promote a culture of safety and wellbeing
- Analyse and implement corrective actions to make sure quality and productivity are at consistently high levels, and business objectives are met across all shifts
- Support and lead a team and handle administrative work alongside building and supporting a strong team culture
- Analyse performance and suggest process improvements to optimise work and improve customer service
- Collaborate with other managers to standardise shift processes
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Your role and responsibilities in the ICQA Team
Lead and supervise a team of hourly associates in Inventory Control/Quality Assurance operations within the fulfilment centre:
- Support safety programs and compliance to ensure a safe work environment for all associates
- Coordinate inventory control maintenance and random counts in accordance with network count strategies, ensuring compliance and consistency with SOX
- Measure quality, inventory integrity, and accuracy while providing proactive feedback to the operations management team
- Conduct shift planning and forecasting, alongside assigning and directing work
- Plan for and identify root causes of inventory deviation, via cause and effect analysis
- Support network-wide fulfilment & operations-focused quality initiatives
- Review and analyse customer complaints and process defect data, followed by development of corresponding action plans to reduce future incidents
- Drive process improvements and develop team members’ ability to keep pace with our rapid growth, while motivating others and reducing employee turnover
- Appraise the performance of team members; developing, rewarding and coaching employees
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Basic Qualifications
- Bachelor's degree, or experience at Amazon
- Experience in English-language communication skills, both written and verbal
Preferred Qualifications
- Experience using MS Office suite (particularly Excel)
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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