Customer Care Quality & Solutions Specialist

FedEx Group; Cuautitlán; Presencial; MXN 167.400 - 279.000; Jornada completa

Descripción de la vacante

FedEx Group in Cuautitlán, México seeks a Quality Analyst to support call quality, tracking, monitoring, and knowledge management, while providing quality assurance, scheduling adherence, traffic management, and transaction auditing. The role develops or changes systems or processes through specialist guidance to employees, management or customers.

Requirements include a Bachelor's degree or equivalent, proficiency in English, and at least 1 year of experience.

Formación

• Bachelor's degree or equivalent required.
• Proficient in English communications.
• At least 1 year of relevant experience.

Responsabilidades

• Call Quality management and improvement.
• CC Tracking & Monitoring responsibilities.
• Close the Loop on issues and follow-ups.
• Knowledge Management input and maintenance.
• Quality Assurance & Support activities.
• Scheduling Adherence monitoring and reporting.
• Trace Quality and performance analysis.
• Traffic Management and workflow coordination.

Conocimientos

Analytical Skills

Planning & Organizing Skills

Influencing & Persuasion Skills

Problem Solving Skills

Educación

Bachelor's Degree or equivalent

Descripción del empleo

FedEx Group in Cuautitlán, México seeks a Quality Analyst to support call quality, tracking, monitoring, and knowledge management, while providing quality assurance, scheduling adherence, traffic management, and transaction auditing. The role develops or changes systems or processes through specialist guidance to employees, management or customers.

Requirements include a Bachelor's degree or equivalent, proficiency in English, and at least 1 year of experience.