QA SPECIALIST

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