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Req ID: P25-112027-1

Quality Metrics Analyst

  • Company: FedEx Office
  • Category: Professional
  • Employment Type: Full Time
  • Worker Sub-Type: Regular
  • Scheduled Weekly Hours:
  • Remote: No
  • Location: 7900 Legacy Drive, Plano, TX 75024, United States


The Quality Metrics Analyst is responsible for quality, reporting and analytics needed from all tools leveraged by the National Bid Center which includes Salesforce, WebCenter, OTP and Chat. The Quality Metrics Analyst defines and documents business requirements, including discovery, analytics, documentation of business cases, requirements, process flows, performance metrics and reports, and is also responsible for system troubleshooting and IT case follow-up.


(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

  • Determine, define, document and present business requirements current and future state of process or workflow, use cases and test cases
  • Interface with business partners and field team members to capture and validate new business requirements and existing issues with operational performance
  • Produce and distribute all daily departmental reporting which includes all Agent Metrics, SLA and Chat statistics as well as monthly field and utilization reporting
  • Produce and provide analytical support for daily senior management reporting utilized to evaluate NBC performance against key metrics
  • Acts as the liaison and primary escalation for Salesforce, Web Center and OTP outages promoting minimal down time
  • Identify areas of concern and opportunities to gain efficiencies and quality with the business and define requirements that will lead to improvement and enhanced reporting capabilities
  • Through reporting and data analytics define and submit requirements that lead to improved efficiency Salesforce, OTP, Web Center and Chat applications in support of a more automated workflows
  • Validate the success of system upgrades and report all unwarranted findings to the appropriate retail tool support team for testing and resolution
  • Provide analytical support and decision making frameworks to management
  • Review and ensure that all department guidelines and processes are kept in compliance within standard operating procedures
  • Prepare high-level business presentations
  • Create and manage users and user licensing within Salesforce and Web Center tools
  • All other duties as needed or required


  • Bachelor’s Degree in Finance, Information Systems, related field or equivalent experience
  • 3+ years experience with Business Objects, PowerPoint and Access and Excel
  • 2+ years experience data gathering, performing statistical analysis and presenting data
  • 2+ years experience with database creation and writing queries
  • Experience with CUIC, On TraQ and Salesforce
  • Prior experience gathering and documenting business requirements and utilizing data to drive business decisions and measure results
  • Project Management experience preferred
  • For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
  • For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook


  • Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
  • Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
  • Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
  • Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
  • Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
  • Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
  • Ability, on a consistent basis, to work within the appropriate level of independence
  • Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Preferred Qualifications:

Pay Transparency:


Additional Details:

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

  • Suggests areas for improvement in internal processes along with possible solutions.
  • Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
  • Applies Quality concepts presented at training during daily activities.
  • Supports FedEx Office Quality initiatives.

FedEx Office is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant on the basis of race, color, religion, national origin, citizenship, genetic information, age (except for bona fide occupational qualifications), sex, pregnancy (including childbirth or a related medical condition), disability, sexual orientation, gender identity, gender expression, marital status, military leave or service, status as a disabled veteran or other covered veteran status, participation in EEO protected activity, any other status protected by federal, state, or local law, or association with a person on the basis of one or more of the foregoing. America’s Military Veterans and individuals with disabilities are strongly encouraged to apply.

FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email

FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia's fair chance hiring law.

For more information, click here.