Compensation: $700–$900 USD/month

Schedule: Tuesday–Saturday, 4:00 AM–12:00 NN PH Time, including occasional weekends and holidays as business needs require. Please note that this role may transition to a graveyard shift after training.

Reports To: Customer Service Team Leader

About Pearl West Group

Pearl West Group is a fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands. We're customer-obsessed, data-driven, and building a team that's as passionate about our customers as we are about our products.

What It Takes To Succeed Here

We hire people we can trust—not people we need to micromanage. We value team members who take ownership, communicate proactively, collaborate well, and thrive in ambiguity. If you're reliable, resourceful, eager to grow, and can navigate change without needing constant direction, you'll do well here.

If you're passionate about Quality Assurance, enjoy coaching others, and thrive in a fast-paced remote environment, we'd love to hear from you.

Role Overview

As a Quality Analyst, you'll be responsible for evaluating customer interactions across email, chat, and voice channels to ensure consistent, high-quality customer experiences. You'll conduct quality evaluations, provide actionable coaching, identify performance trends, and recommend process improvements that strengthen both the customer journey and team performance.

This role is ideal for someone who has frontline customer service experience, has built a career in Quality Assurance, and enjoys helping others succeed through coaching, collaboration, and continuous improvement.

Key Responsibilities

Monitor and evaluate customer interactions across email, chat, and voice using established QA scorecards
Conduct regular quality audits and provide timely, constructive coaching to Customer Service Representatives
Deliver clear, actionable feedback that improves customer interactions and overall agent performance
Identify recurring quality issues, knowledge gaps, and coaching opportunities
Analyze QA trends and recommend improvements to workflows, processes, templates, and SOPs
Ensure compliance with company policies, brand standards, and customer experience guidelines
Prepare regular QA reports highlighting performance trends, root causes, and recommendations
Participate in calibration sessions to maintain scoring consistency across the team
Assist in creating and maintaining QA documentation, scorecards, SOPs, and knowledge base articles
Support onboarding and refresher training by identifying common opportunities for improvement
Collaborate with Customer Experience leadership to improve quality metrics and operational performance
Perform other Quality Assurance and Customer Experience-related tasks as assigned

Responsibilities may evolve as the business grows.

Requirements (Must-Haves)

Category

Requirement

Quality Assurance Experience

Minimum 1 year of Quality Assurance experience in a customer service or contact center environment. (Non-negotiable)

Customer Service Experience

Minimum 1 year of customer service experience (voice, non-voice, or blended). We're looking for someone who understands the day-to-day challenges of frontline support and can coach from experience. (Non-negotiable)

Communication

Excellent written and spoken English. Candidates supporting voice QA must be confident in communicating in English and delivering effective coaching.

Attention to Detail

Exceptional attention to detail with the ability to consistently identify quality gaps, compliance issues, and opportunities for improvement.

Analytical Skills

Strong analytical and problem-solving skills with the ability to identify trends, determine root causes, and recommend practical solutions.

Coaching & Feedback

Comfortable providing constructive, objective, and actionable feedback that helps Customer Service Representatives improve performance.

Tools

Experience with Freshdesk, Zendesk, Gorgias, or similar helpdesk platforms. Proficiency in Google Workspace, particularly Google Sheets.

Career Motivation

Demonstrates a genuine interest in growing a long-term career in Quality Assurance and continuously improving customer experience.

Integrity & Accountability

Self-motivated, objective, dependable, and able to work independently in a remote environment.

Availability

Customer Support is a 24/7 function, and shifts are assigned to meet business needs, including weekends when required.

Preferred Qualifications

Experience improving customer support processes and operational workflows
Experience creating or maintaining SOPs, QA scorecards, process documentation, or knowledge base articles
Experience coaching, mentoring, or delivering performance feedback to Customer Service Representatives
Previous experience as a Subject Matter Expert (SME), mentor, or team lead
Experience working in a startup, high-growth, or fully remote environment
Experience supporting DTC or eCommerce brands
Familiarity with Shopify, RichPanel, Amazon Seller Central, TikTok Shop, Freshdesk, Zendesk, or Gorgias
Experience tracking and improving quality metrics such as QA scores, CSAT, First Response Time (FRT), Resolution Time, and Customer Effort Score (CES)
Pet owner (or has experience caring for pets), with a strong understanding of pet owners concerns and emotional connection to their pets

Why Join Pearl West Group

Join a fast-growing eCommerce company scaling consumer brands across North America
Work remotely with a collaborative, high-performing team
Make a direct impact on the customer experience across multiple brands
Be part of a culture that values ownership, continuous improvement, and professional growth
Grow your career in Quality Assurance while helping shape and improve our Customer Service function

Application Process

IMPORTANT: To be considered for this role, all applicants are required to complete our online assessment. This is a mandatory step in our hiring process, and only candidates who complete the assessment will be considered for the next stage.

Online Assessment Link: https://app.testgorilla.com/s/fkhjoycs

Quality Analyst (Remote - Philippines)