Quality Assurance Officer

About the Company

6thStreet.com is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencer’s, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levi’s, Nike, Adidas, Loreal, and Inglot amongst many more. 6thStreet.com recently opened GCC’s first Phygital store at Dubai Hills Mall; an innovative tech-led space which combines the best of both online & offline shopping with online browsing & smart fitting rooms.

Overview: -

The Quality Assurance Analyst ensures consistent, high-quality customer experience across all e-commerce support channels by evaluating customer interactions, identifying performance and process gaps, and driving continuous improvement. The role plays a critical part in protecting brand reputation, improving CSAT/NPS, and reducing repeat contacts in a fast-paced retail environment.

Key Responsibilities:

Omnichannel Quality Monitoring

• Evaluate customer interactions across voice, email, live chat, social media, and app tickets& reviews.
• Apply channel-specific QA scorecards covering:
• Accuracy of information (orders, returns, refunds, delivery SLAs)
• Brand tone of voice and empathy
• Resolution ownership and follow-through
• Compliance with policies and customer promises
• Monitor handling of peak-season traffic, escalations, and high-impact cases (delivery delays, refunds, cancellations).

E-Commerce & Retail Quality Focus

• Assess agent knowledge and execution related to:
• Order tracking, delivery failures, and last-mile coordination
• Returns, exchanges, refunds, and wallet/BNPL payments
• Promotions, vouchers, and campaign rules
• App and website journey issues
• Identify quality gaps linked to logistics, warehouse, catalog, or tech issues , and flag them with clear evidence.

Performance Insights & Reporting

• Deliver weekly and monthly QA dashboards highlighting:
• Quality score trends by channel, brand, and agent
• Critical errors impacting CSAT, NPS, and repeat contacts
• Top defect drivers (e.g., wrong promise, missing follow-up, policy misinterpretation)
• Correlate QA outcomes with CSAT, NPS, FCR, Breach, and AHT to support management decisions.

Coaching & Calibration

• Provide actionable, example-based feedback to agents and team leaders.
• Support targeted coaching plans for:
• New joiners
• Low-performing agents
• Agents handling complex retail cases
• Participate in calibration sessions with Operations and Training to ensure scoring consistency across brands and channels.

Process & CX Improvement

• Recommend improvements to:
• SOPs and customer communication templates
• Knowledge base articles and macros
• Automation and self-service flows (order tracking, returns, refunds)
• Support rollout of new brands, campaigns, or system changes from a quality and CX perspective.
• Contribute QA insights to reduce avoidable contacts and repeat interactions.

Compliance & Risk Control

• Ensure adherence to:
• Retail policies and SLAs
• Data privacy and customer protection standards
• Brand-specific guidelines across multiple markets
• Flag high-risk or repeat quality issues with clear escalation paths.

Required Experience & Qualifications:

• Bachelor’s degree or equivalent experience.
• 2–4 years in e-commerce, retail, or omnichannel contact center QA.
• Hands-on experience evaluating digital channels (chat, email, social).
• Strong understanding of retail CX drivers and peak-season operations.

Technical & Functional Skills

• Proficiency with CRM and QA platforms (e.g., Sprinklr, Zendesk, Salesforce).
• Strong data analysis and reporting skills (Excel, dashboards).
• Ability to interpret QA data and translate it into operational actions.
• Excellent written communication with strong attention to tone and clarity.

Behavioral Competencies

• Customer-obsessed mindset
• High attention to detail and fairness
• Ownership and accountability
• Ability to challenge processes constructively
• Strong collaboration with Ops, Tech, Logistics, and Training

Benefits: -

• Full-time role
• Competitive salary
• Company employee discounts across all brands
• Medical & health insurance
• Collaborative work environment