Quality Assurance Analyst - CX & Process Improvement

APM Terminals; Ciudad López Mateos; Presencial; MXN 268.000 - 446.000; 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. You will monitor interactions, audit processes, and analyze data to identify improvements and present insights to leadership.

Ideal candidates are customer- and process-oriented with strong analytical skills and a track record of driving continuous improvement within a fast-paced environment.

Formación

• English proficiency at a C1 level required.
• High school diploma or equivalent required; 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 and/or direct call-handling experience required.
• Proficient with the Microsoft Office Suite (Excel, Word, Outlook).
• Intermediate to advanced Excel proficiency required (nested formulas, pivot tables, charts, formatting; macros a plus).
• Proficient in processing raw data into reports or dashboards; strong analytical skills required.

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 that surface qualitative and quantitative insights.
• Conduct process and customer journey mapping to identify friction points and improvement opportunities.
• Present findings and recommendations to leadership with clear, data-backed narratives.
• Partner with operations and training teams to develop action plans that address identified quality gaps.
• Track the effectiveness of improvement initiatives and report on progress over time.

Conocimientos

QA analysis

Data analysis

Communication

Presentation

Problem solving

Multitasking

Customer service

Excel

Educación

High school diploma

Bachelor’s degree (preferred)

Herramientas

Excel

Word

Outlook

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. You will monitor interactions, audit processes, and analyze data to identify improvements and present insights to leadership.

Ideal candidates are customer- and process-oriented with strong analytical skills and a track record of driving continuous improvement within a fast-paced environment.