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 Wo

📌 MGF Quality Assurance Analyst (Ciudad de México)
🏢 A. P. Møller-Mærsk
📍 Ciudad de México