Quality Assurance Analyst

We are looking for a Quality Assurance Analyst to join our growing team. The ideal candidate will have a keen eye for detail, a data-driven mindset, and a passion for improving customer experience. You will be responsible for monitoring customer interactions, analyzing performance trends, and driving quality improvement initiatives across multiple channels.

Key Responsibilities

• Monitor and evaluate customer service calls and social media interactions to ensure compliance with quality standards.
• Identify performance gaps and provide structured, constructive feedback to teams and individuals.
• Prepare weekly and monthly QA reports, highlighting trends, outliers, and areas for improvement.
• Collaborate with cross-functional teams to design and implement process and quality enhancement initiatives.
• Leverage data-driven insights to support strategic decision-making and improve customer satisfaction.

Candidate Requirements

• Minimum of 2 years’ experience in Quality Assurance, preferably within e-commerce or customer service domains.
• Strong analytical and problem-solving skills with the ability to derive actionable insights from data.
• Familiarity with call monitoring tools and social media analytics platforms.
• Excellent communication, documentation, and reporting skills.
• Ability to work collaboratively in a fast-paced and dynamic environment.

Job Type: Full-time

Work Location: In person