Customer Experience Planning & Engineering Specialist

Overview

Customer Experience Planning & Engineering Specialist role at FedEx focused on quality assurance, process optimization and customer experience improvement.

What you'll do

• Drive quality assurance audits and coaching on processes to ensure best in class interaction quality.
• Optimize processes and workflows to enhance operational efficiency and effectiveness.
• Analyse audit controls and governance frameworks to ensure compliance and risk mitigation.
• Identify areas for performance improvement and execute initiatives to drive results on FCR, CSAT & NPS.
• Support customer experience product management efforts to enhance satisfaction and loyalty.
• Develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance.
• Collaborate with cross-functional teams to implement transformation projects successfully.

What you'll need

• Strong background in quality assurance, process excellence, L&D, and performance improvement.
• Proficiency in audit controls, coaching, governance management, and risk mitigation strategies.
• Experience in customer experience quality assurance auditing and enhancing customer satisfaction with an eye for detail.
• Excellent reporting, tracking, and presentation skills to communicate effectively with stakeholders.
• Ability to work collaboratively in a team environment and drive change within the organization.
• Analytical skills; planning & organizing skills; presentation skills; problem solving skills; project management skills.

Details

• Location: Gurugram (Gurgaon), India.
• Scheduled weekly hours: 48.
• Worker type: Regular.