Customer Care Quality & Analytics Specialist

FedEx Express México; Cuautitlán; Presencial; MXN 200.880 - 312.480; Jornada completa

Descripción de la vacante

FedEx Express México is seeking a Customer Care Solutions Specialist Associate in Cuautitlán, Mexico, to support call quality, tracking, and closing the loop on customer inquiries. The ideal candidate has a Bachelor's degree or equivalent with English proficiency and at least one year of experience; strong analytical, planning, and problem-solving skills are essential.

The role also entails knowledge management input, quality assurance, workforce management tasks, and adherence to scheduling to

Formación

• Bachelor's degree or equivalent is required.
• Proficiency in English is required.
• 1 year of experience or more.

Responsabilidades

• Call quality monitoring and improvement.
• CC Tracking & Monitoring of customer cases.
• Close the Loop on customer inquiries.
• Input for Knowledge Management.
• Deliver Quality Assurance & Support.
• Manage Scheduling Adherence.
• Maintain Trace Quality.
• Oversee Traffic Management.
• Perform Transaction Auditing (e.g., Mystery Shopper).
• Capture Voice of Customer (VOC).
• Support Workforce Management.

Conocimientos

Analytical Skills

Planning & Organizing Skills

Influencing & Persuasion Skills

Problem Solving Skills

Educación

Bachelor's Degree or equivalent

Descripción del empleo

FedEx Express México is seeking a Customer Care Solutions Specialist Associate in Cuautitlán, Mexico, to support call quality, tracking, and closing the loop on customer inquiries. The ideal candidate has a Bachelor's degree or equivalent with English proficiency and at least one year of experience; strong analytical, planning, and problem-solving skills are essential.

The role also entails knowledge management input, quality assurance, workforce management tasks, and adherence to scheduling to