Ecommerce Customer Service Quality Assurance Analyst (Shopify)

RED | Ecommerce Customer Service Quality Assurance Analyst (Shopify)

PLEASE READ THIS ENTIRE JOB POST BEFORE APPLYING

We are a fast-growing 7-figure DTC eCommerce brand looking for an exceptional Customer Service Quality Assurance Analyst to join our team.

This isn't just another QA job.

We're looking for someone who is highly detail-oriented, analytical, proactive, and genuinely committed to maintaining a high standard of customer service across the entire team.

You will play an important role in ensuring that our Customer Service Representatives are:

• Providing accurate, professional, and empathetic support
• Following company SOPs and processes correctly
• Reporting their working hours and productivity accurately
• Meeting productivity expectations
• Handling customers according to our quality standards
• Continuously improving based on feedback

This role is ideal for someone who naturally notices details, asks questions when something doesn't look right, and takes pride in making sure things are done correctly.

We value accuracy, judgment, consistency, work ethic, and the ability to learn quickly just as much as experience.

IMPORTANT

We are looking for someone who wants to build a long-term career with us, not simply complete a few hours of ticket checking each day.

This role will initially be approximately 4–6 hours per day, with the potential to increase to 8 hours per day as the team grows.

As our Customer Service team continues to expand, the importance and scope of this position will also grow.

The right person may eventually take on additional responsibilities related to:

• QA systems and processes
• Team performance analysis
• SOP improvement
• Quality reporting
• CSR coaching and feedback
• Productivity monitoring
• Identifying recurring customer service issues
• Helping establish and maintain higher team-wide standards

We are looking for someone who wants to grow with the company and take ownership of the role.

WHO WE'RE LOOKING FOR

We're looking for someone who:

• Has previous Customer Service QA, Quality Analyst, or Customer Support QA experience.
• Has a strong understanding of what excellent customer service looks like.
• Has excellent written English with strong grammar, spelling, and communication skills.
• Is extremely detail-oriented and able to spot small errors others may overlook.
• Learns quickly and can memorize and understand detailed SOPs.
• Is able to apply SOPs consistently when reviewing customer interactions.
• Can identify when a CSR follows a process correctly and when they do not.
• Can distinguish between a simple mistake, a training issue, and a serious quality or compliance issue.
• Is analytical and comfortable reviewing large amounts of customer service data.
• Is proactive and takes initiative instead of waiting to be told what to look for.
• Can work independently with minimal supervision.
• Is resourceful and knows how to investigate discrepancies before escalating them.
• Is comfortable checking whether reported hours and productivity accurately reflect actual work completed.
• Is objective and fair when evaluating team members.
• Accepts feedback professionally and applies it immediately.
• Is adaptable and comfortable working in a fast-paced environment where processes continue to change.
• Is willing to unlearn habits from previous companies and fully adopt our workflows, SOPs, and standards.
• Takes pride in accuracy and consistency rather than simply completing an audit.
• Is looking for a long-term opportunity rather than just another VA job.

We believe skills can be taught.

Strong attention to detail, good judgment, integrity, and a high standard of work are much harder to teach.

PREFERRED EXPERIENCE

Experience in the following is strongly preferred:

• Customer Service Quality Assurance
• Quality Analyst / QA Analyst
• Ecommerce Customer Service
• Shopify
• Subscription-based businesses
• Loop Subscriptions
• Checkout Champ
• Richpanel
• Front
• Commslayer
• Similar helpdesk or customer support platforms
• Productivity or time-tracking systems

Experience with ecommerce operations is a major plus.

If you haven't used every system listed above, that's okay.

We provide training for the right candidate.

What matters most is your ability to learn our systems quickly and accurately apply our SOPs.

RESPONSIBILITIES

You'll be responsible for reviewing and auditing customer service operations to ensure our team consistently meets company standards.

CUSTOMER SERVICE QUALITY

• Review customer service tickets and conversations for accuracy, professionalism, empathy, and overall quality.
• Evaluate whether CSRs are following the correct SOPs.
• Check whether responses provide customers with accurate information.
• Identify incorrect, incomplete, misleading, or unnecessary responses.
• Evaluate whether CSRs are properly resolving customer concerns rather than simply responding to them.
• Identify recurring quality issues and patterns across individual CSRs and the team.
• Provide clear and actionable feedback when quality issues are identified.

SOP COMPLIANCE

• Ensure CSRs are following current company SOPs and workflows.
• Identify cases where CSRs are using outdated or incorrect processes.
• Quickly learn and retain new SOPs as processes change.
• Maintain a strong understanding of company policies so you can accurately assess whether tickets are being handled correctly.
• Flag unclear, outdated, or conflicting SOPs when identified.

PRODUCTIVITY AND WORK VERIFICATION

• Review CSR-reported working hours and productivity.
• Verify that reported hours are consistent with actual work completed.
• Review email and ticket counts and identify potential discrepancies.
• Monitor productivity trends and identify unusual or inconsistent activity.
• Flag discrepancies for further review when necessary.
• Help ensure that productivity reporting is accurate and reliable.

REPORTING AND TEAM IMPROVEMENT

• Maintain accurate QA records and reports.
• Track recurring errors and quality issues.
• Identify trends that may require additional training or SOP improvements.
• Communicate important findings to management.
• Help establish and maintain consistent quality standards across the CS team.
• Recommend improvements when you identify recurring problems or inefficiencies.

The goal is not simply to find mistakes.

The goal is to understand why the mistake happened, identify patterns, and help prevent the same mistake from happening again.

WHAT SUCCESS LOOKS LIKE

A successful QA Analyst will be someone who can quickly determine:

Was this handled correctly?

Did the CSR follow the SOP?

Was the customer given accurate information?

Was the issue actually resolved?

Was the response professional and appropriate?

Does the reported productivity match the work completed?

Is this an isolated mistake or part of a larger pattern?

You should be able to make these judgments accurately, consistently, and independently.

COMPENSATION AND GROWTH

• Starting rate: $4 USD/hour
• Initial schedule: approximately 4–6 hours per day
• Hours may increase to 8 hours per day as the Customer Service team grows
• Performance bonuses and additional incentives are available.
• High-performing team members will have opportunities for increased compensation and additional responsibilities.
• Compensation will increase as you demonstrate consistent efficiency, accuracy, reliability, and ownership of the role.

The starting rate is only the starting point.

We are willing to invest more in someone who proves they can become a highly efficient and trusted member of our operations team.

We are looking for someone who wants to grow with the company, not simply fill available hours.

REQUIREMENTS

• At least 18 years old.
• Previous experience in Customer Service QA, Quality Assurance, Quality Analysis, or a similar role.
• Strong understanding of customer service quality standards.
• Fluent in written English.
• Strong grammar and communication skills.
• Excellent attention to detail.
• Strong analytical and problem-solving skills.
• Able to learn and retain detailed SOPs quickly.
• Reliable computer and internet connection.
• Able to work independently.
• Comfortable reviewing repetitive information while maintaining a high level of accuracy.
• Honest and objective when evaluating other team members.
• Eager to learn and continuously improve.
• Able to commit to the required working hours.

HOW TO APPLY

To confirm you've read this entire job post, please:

1. Include the word RED at the beginning of your application title.

2. Include your email address and resume with your application.

3. Answer the following questions:

• Tell us about your previous experience in Customer Service Quality Assurance or a similar QA role. What were you responsible for?

• How do you determine whether a customer service response is high quality?

• Tell us about a time you identified a recurring mistake or problem among a customer service team. What did you do about it?

• How do you approach reviewing a large number of customer service tickets while maintaining accuracy and consistency?

• Tell us about a time you had to learn a new SOP or process very quickly. How did you make sure you understood and remembered it correctly?

• If you notice that a CSR's reported productivity or working hours don't appear to match the work completed, how would you investigate it?

• What would you do if a CSR consistently follows an old process that conflicts with the company's current SOP?

• How do you give feedback when you identify a serious quality issue in someone's work?

• What do you believe is the difference between a good CSR and an exceptional CSR?

• What motivates you to do great work?

We carefully review every application.

Thoughtful answers matter much more than generic responses or simply having years of experience.

We are looking for someone who can demonstrate strong judgment, attention to detail, fast learning, integrity, and a genuine commitment to quality.

Selected applicants will be contacted for the next stage of the hiring process.