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.