Amazon is a highly data-driven company with a passion for its customers. Ensuring that every customer receives their order on time and with the highest quality is at the core of everything we do.
Our Fulfilment Centres (FCs) operate through largely manual processes, supported by a large workforce of associates. Within this environment, the Process Assistant (PA) plays a critical role — mentoring and guiding associates to consistently meet customer expectations by upholding standard work practices while maintaining the highest standards of safety and quality.
Key job responsibilities
- Oversee daily shift execution, ensuring operational targets are met across productivity, quality, and safety metrics
- Allocate tasks, monitor performance, and provide ongoing coaching and mentorship to associates to drive continuous improvement
- Monitor status of counts and problem-solve queues, analyse site quality metrics, and develop and implement corrective action plans to maintain quality standards
- Ensure all associates adhere to safety protocols and standard operating procedures throughout the shift
- Manage associate-related administrative tasks including attendance, scheduling, and workforce coordination
- Generate and maintain operational reports to track performance trends, identify gaps, and support data-driven decision-making
- Act as the designated stand-in for the Area Manager, providing leadership continuity and decision-making authority in their absence
A day in the life
As a Process Assistant ICQA, you'll be based at one of our operational sites, working closely with your Shift/Area Manager to execute the daily plan. Your day will begin with leading or supporting pre-shift meetings — briefing your team on safety protocols, quality processes, and the priority plan for the shift ahead.
Throughout the day, you'll actively monitor procedures on the floor, ensuring compliance with safety rules and quality standards.You will proactively identify and escalate operational issues to your Shift/Area Manager to ensure timely resolution. In the absence of senior leadership on shift, you will assume responsibility for providing direction, prioritising tasks, and ensuring team members have the guidance and support needed to deliver on operational objectives.
Beyond day-to-day operations, you'll also partner with your Shift/Area Manager on shift planning, ensuring adequate team coverage during peak periods to meet operational demands.
About the team
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.
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
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.
