# Quality Analyst (Remote - Philippines) at Pearl West Group
> Posted: 2026-08-07 | Status: Active | Source: StoreJobs.dev

## Role Metadata
- **Employment Type:** Full-Time
- **Workplace:** Remote (Philippines)
- **Experience Level:** Mid-Level
- **Primary Platform:** #shopify
- **Salary Range:** $700–$900/mo
- **Required Stack:** shopify, Freshdesk, Zendesk, Gorgias, Google Workspace, Google Sheets, Amazon Seller Central, TikTok Shop, RichPanel

## Job Description
Role Overview
As a Quality Analyst, you'll be responsible for evaluating customer interactions across email, chat, and voice channels to ensure consistent, high-quality customer experiences. You'll conduct quality evaluations, provide actionable coaching, identify performance trends, and recommend process improvements that strengthen both the customer journey and team performance.

This role is ideal for someone who has frontline customer service experience, has built a career in Quality Assurance, and enjoys helping others succeed through coaching, collaboration, and continuous improvement.

Key Responsibilities
- Monitor and evaluate customer interactions across email, chat, and voice using established QA scorecards.
- Conduct regular quality audits and provide timely, constructive coaching to Customer Service Representatives.
- Deliver clear, actionable feedback that improves customer interactions and overall agent performance.
- Identify recurring quality issues, knowledge gaps, and coaching opportunities.
- Analyze QA trends and recommend improvements to workflows, processes, templates, and SOPs.
- Ensure compliance with company policies, brand standards, and customer experience guidelines.
- Prepare regular QA reports highlighting performance trends, root causes, and recommendations.
- Participate in calibration sessions to maintain scoring consistency across the team.
- Assist in creating and maintaining QA documentation, scorecards, SOPs, and knowledge base articles.
- Support onboarding and refresher training by identifying common opportunities for improvement.
- Collaborate with Customer Experience leadership to improve quality metrics and operational performance.
- Perform other Quality Assurance and Customer Experience-related tasks as assigned.
- Responsibilities may evolve as the business grows.

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.

## How to Apply
To view the original listing, see applicant requirements, or apply directly, visit:
https://storejobs.dev/jobs/sf-2901-quality-analyst-remote-philippines?utm_source=ai_assistant