Customer Experience Planning & Engineering Specialist

As a Grade 11 team member at FedEx, you will utilize your strong background in quality assurance, process excellence, and performance improvement. Your responsibilities will include driving quality assurance audits to ensure best-in-class interaction quality, optimizing processes and workflows for enhanced operational efficiency, and analyzing audit controls and governance frameworks to ensure compliance and risk mitigation. Additionally, you will identify areas for performance improvement, support customer experience product management efforts, develop comprehensive reports, track key performance indicators, and deliver impactful presentations on Quality Assurance. Collaboration with cross-functional teams to implement transformation projects successfully will also be a key aspect of your role. - Drive quality assurance audits to ensure best in class interaction quality - Optimize processes and workflows to enhance operational efficiency and effectiveness - Analyze 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 - Strong background in quality assurance, process excellence, and performance improvement - Proficiency in audit controls, 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,