Customer Experience QA Analyst, Last Mile Ops

Maersk; Ciudad de México; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Maersk is seeking a Quality Assurance Analyst to ensure world-class customer experience within the Lowe’s Last Mile contact center operation. The role focuses on interaction monitoring, auditing, and data analysis to identify improvements and provide actionable insights to leadership.

Ideal candidates are customer- and process-oriented with strong analytical skills and a passion for solving complex problems and driving continuous improvement.

Formación

• English proficiency at a C1 level.
• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum 2 years of contact center experience; knowledge of retail or last-mile logistics is a plus.
• Minimum 1 year of quality assurance, auditing, or coaching experience required.
• Customer service or direct call-handling experience required.
• Proficient with Microsoft Office; advanced Excel skills (nested formulas, pivot tables).
• Strong ability to process raw data into reports or dashboards; analytical skills are essential.
• Strong verbal, written, and presentation skills; able to communicate findings clearly.

Responsabilidades

• Monitor and audit CX agent interactions to ensure compliance with call flow guidelines, SOPs, and quality standards.
• Design, propose, and maintain audit forms and quality scorecards.
• Provide structured, timely feedback to CX agents and Team Leaders based on audit findings.
• Translate raw operational data into reports, dashboards, and presentations.
• Conduct process and customer journey mapping to identify friction points and improvement opportunities.
• Present findings and recommendations to leadership with data-backed narratives.
• Partner with operations and training teams to address identified quality gaps and track progress.

Conocimientos

English proficiency

Quality mindset

Analytical skills

Communication skills

Time management

Customer-focused

Microsoft Office

Excel (Pivot tables)

Educación

High school diploma

Bachelor’s degree preferred

Herramientas

Microsoft Office Suite

Excel

PowerPoint

Descripción del empleo

Maersk is seeking a Quality Assurance Analyst to ensure world-class customer experience within the Lowe’s Last Mile contact center operation. The role focuses on interaction monitoring, auditing, and data analysis to identify improvements and provide actionable insights to leadership.

Ideal candidates are customer- and process-oriented with strong analytical skills and a passion for solving complex problems and driving continuous improvement.