Customer Experience Planning & Engineering Specialist

FedEx Express México; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd. in Gurugram is seeking a Quality Assurance & Process Excellence Specialist to drive QA audits, coaching, and governance.

You will optimize processes, analyze controls, and deliver improvements across FCR, CSAT, and NPS to boost service quality. You will support product management efforts to enhance satisfaction and loyalty, develop reports, and present insights to stakeholders.

Qualifications

• Strong background in quality assurance, process excellence, L&D, and performance improvement.
• Proficiency in audit controls, Coaching, governance management, and risk mitigation strategies.
• Experience in customer experience quality assurance auditing and enhancing customer satisfaction with an eye for detail.
• Excellent reporting, tracking, and presentation skills to communicate effectively with stakeholders.
• Ability to work collaboratively in a team environment and drive change within the organization.
• Analytical Skills; Planning & Organizing Skills, Presentation Skills; Problem solving skills; Project Management Skills

Responsibilities

• Drive quality assurance audits and coaching on processes to ensure best in class interaction quality.
• Optimize processes and workflows to enhance operational efficiency and effectiveness.
• Analyse audit controls and governance frameworks to ensure compliance and risk mitigation.
• Identify areas for performance improvement and execute initiatives to drive results on FCR, CSAT & NPS.
• Support customer experience product management efforts to enhance satisfaction and loyalty.
• Develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance.
• Collaborate with cross-functional teams to implement transformation projects successfully.

Skills

Quality assurance

Process excellence

L&D

Performance improvement

Audit controls

Coaching

Governance

Risk mitigation

Reporting

Presentation skills

Cross-functional collaboration

Project management

Analytical skills

Job description

What can you expect as a FedEx team member? Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.

Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

Equal Opportunities Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

Company:INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd.

City: Gurugram

Scheduled Weekly Hours:48

Worker Type:Regular

Posting Start Date13-Oct-2026

Posting Close Date: 15-Oct-2026

Job Family: FXE-MEISA: Customer Experience Planning & Engineering Specialist

Position Summary:

Key Responsibilities:

1. Drive quality assurance audits and coaching on processes to ensure best in class interaction quality.
2. Optimize processes and workflows to enhance operational efficiency and effectiveness.
3. Analyse audit controls and governance frameworks to ensure compliance and risk mitigation.
4. Identify areas for performance improvement and execute initiatives to drive results on FCR, CSAT & NPS.
5. Support customer experience product management efforts to enhance satisfaction and loyalty.
6. Develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance.
7. Collaborate with cross-functional teams to implement transformation projects successfully.

Qualifications:

You will be a great fit if you have the below:

• Strong background in quality assurance, process excellence,L&D, and performance improvement.
• Proficiency in audit controls, Coaching, governance management, and risk mitigation strategies.
• Experience in customer experience quality assurance auditing and enhancing customer satisfaction with an eye for detail.
• Excellent reporting, tracking, and presentation skills to communicate effectively with stakeholders.
• Ability to work collaboratively in a team environment and drive change within the organization.
• Analytical Skills; Planning & Organizing Skills, Presentation Skills; Problem solving skills; Project Management Skills

FedEx Express is the worlds largest express transportation company, providing fast and reliable delivery to more than 220 countries and territories. FedEx Express uses a global air and ground network to speed delivery of time-sensitive shipments.

To learn more about how FedEx connects people and possibilities around the world, please visit about.fedex.com.

FedEx offers a wide range of opportunities in our offices around the world. Search here for jobs in any of our Middle East, Indian Subcontinent and Africa markets.