MGF Quality Assurance Analyst
Core
Monitor and audit customer service agent interactions to ensure compliance with call flow guidelines and quality standards, then analyze data to drive continuous improvement in the Lowe's Last Mile contact center.
Role type
Quality Assurance Analyst (Contact Center)
Builds
Quality scorecards, audit forms, and data-driven reports/dashboards for leadership.
Domain
Retail / Last-mile logistics / Customer Experience
Deliverable
dashboards & analysis
Required skills
Interaction monitoring, auditing, data analysis, process mapping, report creation, feedback delivery, Excel proficiency (pivot tables, formulas), stakeholder communication
Preferred skills
Retail or last-mile logistics knowledge, macro familiarity, coaching experience
Technologies
Microsoft Office Suite (Excel, Word, Outlook), quality monitoring tools
Responsibilities
Monitor and audit CX agent interactions for compliance; Design and maintain audit forms and quality scorecards; Translate raw operational data into reports and dashboards; Conduct process and customer journey mapping; Present findings and recommendations to leadership; Partner with operations teams to develop action plans for quality gaps.
Seniority
Individual Contributor, 2+ years experience