QA Specialist – Email Support

About the role

The QA Specialist will monitor, evaluate, and improve the quality of customer email interactions for an e‑commerce support team. You will own quality audits, performance analysis, and feedback processes to ensure agents meet brand standards, policies, and operational guidelines.

Key responsibilities

• Conduct regular quality audits of customer email interactions.
• Evaluate agent performance against quality scorecards and SOPs.
• Maintain accurate QA documentation, scorecards, and audit records.
• Provide structured feedback and coaching to agents based on audit findings.
• Identify recurring errors, knowledge gaps, and process adherence issues.
• Partner with Team Leads and Operations leadership to reinforce quality expectations.
• Analyze quality trends, customer feedback, and recurring issues.
• Prepare and share regular quality reports, insights, and recommendations with leadership.
• Recommend updates to SOPs, knowledge bases, and quality frameworks.

Required profile

• 2–4 years of experience in quality assurance, quality management, or customer support within a BPO or e‑commerce environment.
• Strong background in email‑based customer support operations.
• Proven ability to conduct quality audits and deliver structured feedback.
• Excellent analytical skills with attention to detail.
• Confident communicator with coaching and stakeholder‑management abilities.

Required skills

• Gorgias
• Zendesk
• MaestroQA