Quality Analyst (Remote - Philippines)

Requirements (Must-Haves)

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.