Operational Quality Analyst

Description

Job Summary: Operational Quality Analyst to ensure warehouse operational control through identification, analysis, and resolution of incidents, process optimization, and on-floor supervision. Key Highlights: 1. End-to-end management of operational incidents and claims 2. On-floor operational supervision for real-time detection and correction of deviations 3. Data analysis, KPI monitoring, and continuous process improvement A leading logistics company is seeking: Operational Quality Analyst Objective: Ensure warehouse operational control by identifying, analyzing, and resolving incidents (especially "shipped but not received" shipments), tracking claims, optimizing processes, and conducting on-floor supervision to guarantee service quality and KPI compliance. **We Offer:** * Base salary: MXN 15,000 * KPI bonus up to MXN 2,000 per month * Meal vouchers: MXN 2,000 per month * Statutory benefits * 20 days' year-end bonus * Direct hiring **Experience (Mandatory)** * 2–4 years in warehouse operations, logistics, or e-commerce * Handling of incidents / returns / exceptions * Personnel supervision or team leadership experience * On-floor operations (not office-only) **Availability to work Monday–Saturday, 9 a.m. to 6 p.m., with shift rotation availability if required.** **️ Technical Knowledge** * Intermediate Excel proficiency * Experience with WMS / logistics systems * Operational data and KPI analysis * Knowledge of warehouse processes (inbound, outbound, returns) **Plus (Desirable)** * Experience with companies such as Mercado Libre, Amazon, DHL, etc. * Knowledge of reverse logistics * Experience handling CCTV / evidence validation **Performance Indicators (KPIs)** * Reduction of "shipped not received" cases * Incident resolution time * % of tickets closed within SLA * Improvement in operational quality metrics * Reduction of recurring operational errors **Main Responsibilities** **1️⃣ Operational Incident Management (Core)** * Investigation of **"shipments with recorded dispatch but not received"** cases * Root cause analysis (operations, transportation, system, etc.) * End-to-end tracking until closure with evidence (CCTV, records, system logs) * Coordination with internal and external departments for resolution **2️⃣ Complaint, Claim, and Arbitration Management** * Handling and tracking of **customer tickets and claims** * Responsibility validation (warehouse / transportation / last mile) * Preparation of evidence for appeals or clarifications * Control of response and closure timelines **3️⃣ On-Floor Supervision (High Priority)** * Operational walkthroughs (receiving, sorting, loading, exceptions) * Real-time deviation detection * Immediate correction and communication with shift leaders * Operational support during peak workload or staffing shortages **4️⃣ Data Analysis and KPI Monitoring** * Tracking of key indicators such as: * Incidents * "Shipped not received" * Productivity and cycle times * Identification of trends and recurring issues * Report generation and improvement proposals **5️⃣ Process Improvement and Standardization** * Review and optimization of operational processes * Development and updating of SOPs * Implementation of controls to prevent errors * Basic quality-related training for operational teams **6️⃣ Cross-Functional Coordination** * Collaboration across shifts and departments (operations, transportation, IT, quality) * Ensuring alignment of criteria and proper assignment of responsibilities * Reducing inter-departmental conflicts through data and evidence **Requirements** **Education** * Engineering or Bachelor’s degree in Logistics, Industrial Engineering, Business Administration, or related field (preferred)