Customer Service Quality Analyst

Description

Job Summary: We are seeking a Quality Control and Customer Service Analyst/Specialist to ensure service standards, monitor incidents, and train staff. Key Highlights: 1. Key role in quality control and customer service improvement. 2. Opportunity to optimize standards and propose solutions. 3. Support in staff training and customer complaint management. We are hiring! **Position: Quality Control and Customer Service Analyst/Specialist ✅** **Work Location:** Lib. Tránsito Pesado Km3, 98607 Guadalupe, Zac. **Working Hours:** Monday to Friday, 8:30 a.m. to 5:30 p.m. Saturdays, 8:30 a.m. to 12:30 p.m. ### **Responsibilities:** Conduct daily audits and reviews of customer service calls and tickets to ensure compliance with standards. Monitor, analyze, and provide feedback on complaints, false deliveries, undelivered packages, delays, and other incidents. Establish and optimize quality control standards and evaluation criteria. Prepare periodic quality analysis reports, identify issues, and propose solutions. ‍ Support customer service staff training to improve service delivery and customer satisfaction. Participate in customer complaint management, supervising proper case closure. ### **Requirements:** Minimum education: Technical university degree or Bachelor’s degree (Logistics, Administration, or Customer Service preferred). Minimum 1 year of experience in customer service or quality control (preferably in courier or logistics sectors). ️ Excellent communication, data analysis, and problem-solving skills. Proficiency in Excel, Word, and PowerPoint; experience with pivot tables is a plus. Detail-oriented, responsible, and able to work under pressure. Strong teamwork and fast-learning capabilities. ### **Plus / Desirable:** Experience in call centers or customer service management within e-commerce/logistics. Knowledge of operational processes in courier services (pickup, transportation, delivery, and incident management). * ️ Experience implementing quality control systems or staff training programs. ### **Offer:** Salary: Between $12,000 and $12,600 monthly gross \+ 10% untaxed food vouchers (capped at $2,000\). Performance-based bonuses (KPIs) after the probation period. Statutory benefits and career development opportunities. **Candidates must reside near the workplace.** If you are interested, apply now and join this great team! *Position open to all genders.*