The QA Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions across the e-commerce email support team. This role owns quality audits, performance analysis, and structured feedback processes to ensure agents consistently meet customer experience standards, policies, and operational guidelines.
The QA Specialist plays a critical role in driving accuracy, identifying performance trends, and supporting continuous improvement initiatives.
Key Responsibilities
Quality Assurance
- Conduct regular quality audits of customer email interactions
- Evaluate agent performance against established quality standards and scorecards
- Assess adherence to:
- Brand voice and tone
- Customer service guidelines
- Standard operating procedures (SOPs)
- Policies, processes, and compliance requirements
- Maintain accurate QA documentation, scorecards, and audit records
- Ensure calibration and consistency in quality evaluations
Coaching & Performance Improvement
- Provide structured feedback and quality-based coaching to agents
- Conduct one-on-one coaching sessions based on audit findings and performance trends
- Identify recurring errors, knowledge gaps, and process adherence issues
- Monitor progress against performance improvement plans
- Partner closely with Team Leads and Operations leadership to reinforce quality expectations and drive sustained improvement
Reporting & Insights
- Analyze quality trends, customer feedback, and recurring issues
- Identify opportunities to improve customer experience, accuracy, and operational efficiency
- Prepare and share regular quality reports, insights, and recommendations with leadership
- Support continuous improvement initiatives through data-driven recommendations
- Recommend updates to SOPs, knowledge bases, and quality frameworks based on audit findings
Qualifications & Experience
- 2–4 years of experience in quality assurance, quality management, or customer support within a BPO or e-commerce environment
- Strong background in email-based customer support operations
- Experience conducting quality audits and delivering structured feedback
- Strong analytical skills with excellent attention to detail
- Ability to identify trends and translate findings into actionable recommendations
- Confident communicator with strong coaching and stakeholder management skills
- Experience using customer support and QA platforms such as Gorgias, Zendesk, MaestroQA, or similar tools is preferred
- Familiarity with e-commerce processes, including order management, shipping, returns, and customer policies
- Experience supporting social commerce platforms, particularly TikTok Shop, is a strong advantage
Success Metrics
- Quality audit completion and accuracy rates
- Improvement in team quality scores
- Reduction in repeat errors and policy deviations
- Coaching effectiveness and performance improvement outcomes
- Timeliness and accuracy of reporting and insights
- Contribution to process improvement initiatives
Working Conditions
- Must be willing to work onsite
- Shifting schedule with two consecutive days off per week
- Night shifts
