MGF Quality Assurance Analyst

The Quality Assurance Analyst plays a key role in ensuring world-class customer experience within the Lowe’s Last
Mile contact center operation. Through interaction monitoring, auditing, and data analysis, this role identifies
process-level and individual-level improvement opportunities, gathers actionable insights, and presents findings to
leadership. It is well suited to individuals who are customer- and process-oriented, possess strong analytical skills, and
have a passion for solving complex problems and driving continuous improvement.

Job Purpose

The Quality Assurance Analyst plays a key role in ensuring world-class customer experience within the Lowe’s Last Mile contact center operation. Through interaction monitoring, auditing, and data analysis, this role identifies process-level and individual-level improvement opportunities, gathers actionable insights, and presents findings to leadership. It is well suited to individuals who are customer- and process-oriented, possess strong analytical skills, and have a passion for solving complex problems and driving continuous improvement.

Key Responsibilities

Quality Monitoring & Auditing

• 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.

Analysis & Reporting

• 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.

Continuous Improvement

• 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.

Scope & Level of Work

This is an individual contributor role with direct accountability for quality assurance output within the Lowe’s Last Mile operation. The analyst works independently within established guidelines and under the direction of the Sr Team Lead or Operations Manager, applying standard quality frameworks while exercising judgment to prioritize audits, interpret performance trends, and recommend improvements. Work is structured, insight-driven, and requires the ability to balance ongoing monitoring responsibilities with ad-hoc analytical requests.

Qualifications & Skills

• 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; familiarity with macros is a plus).
• Proficient in processing raw data into reports or dashboards; strong analytical skills required.
• Strong verbal, written, and presentation skills with the ability to communicate findings clearly and precisely.
• Organizational and time-management skills with the ability to multi-task and prioritize effectively.
• Customer-focused, solutions-oriented, and adaptable to fast-paced, evolving processes.

Working Relationships

• Reports to MGF Lowe’s Sr Team Lead or MGF Operations Manager within Lowe’s Last Mile Operations.
• Works closely with Team Leaders and agents to deliver feedback and drive quality improvements.
• Partners with training and operations teams on process improvement and calibration initiatives.
• Collaborates with other GSC departments as needed to support cross-functional quality objectives.

Work Environment

This is a site-based role, performed within a Global Service Centre environment. Shifts fall within an 8:00 AM–5:00 PM (Mexico) window, Monday through Friday; flexibility to work holidays is required. The role requires sustained use of quality monitoring tools, reporting systems, and communication platforms throughout the workday.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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