Quality Assurance Analyst, CX & Process Improvement

A.P. Moller - Maersk; Ciudad de México; Presencial; MXN 335.000 - 469.000; 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 monitoring, auditing, data analysis, and driving continuous improvement.

You will provide structured feedback, develop scorecards, and translate insights into actionable plans. The position requires strong analytical skills, English at C1, and 2+ years in a contact center.

Formación

• English proficiency at C1 level is required.
• High school diploma or equivalent; bachelor's degree preferred.
• Minimum 2 years of contact center experience; QA/auditing experience a must.
• Minimum 1 year of quality assurance, auditing, or coaching experience required.
• Customer service or direct call-handling experience.
• Proficient with Microsoft Office (Excel, Word, Outlook); strong Excel (pivot tables, charts).
• Ability to transform raw data into reports/dashboards; strong analytical skills.
• Strong verbal and written communication; effective presentation of findings.

Responsabilidades

• Monitor and audit CX agent interactions against call flows, SOPs, and quality standards.
• Design, propose, and maintain audit forms and quality scorecards.
• Provide structured feedback to CX agents and Team Leaders based on audits.
• Translate raw data into reports, dashboards, and presentations with insights.
• Map processes and customer journeys to identify friction points and improvement opportunities.
• Present data-backed recommendations to leadership.

Conocimientos

English C1

Analytical skills

Communication skills

Customer service experience

Time management

Presentation skills

Educación

High school diploma or equivalent

Bachelor's degree preferred

Herramientas

Microsoft Office Suite

Excel proficiency

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 monitoring, auditing, data analysis, and driving continuous improvement.

You will provide structured feedback, develop scorecards, and translate insights into actionable plans. The position requires strong analytical skills, English at C1, and 2+ years in a contact center.