Schedule: Tuesday–Saturday, 4:00 AM–12:00 NN PH Time, including occasional weekends and holidays as business needs require. Please note that this role may transition to a graveyard shift after training.
Reports To: Customer Service Team Leader
About Pearl West Group
Pearl West Group is a fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands. We're customer-obsessed, data-driven, and building a team that's as passionate about our customers as we are about our products.
What It Takes to Succeed Here
We hire people we can trust—not people we need to micromanage. We value team members who take ownership, communicate proactively, collaborate well, and thrive in ambiguity. If you're reliable, resourceful, eager to grow, and can navigate change without needing constant direction, you'll do well here.
If you're passionate about Quality Assurance, enjoy coaching others, and thrive in a fast-paced remote environment, we'd love to hear from you.
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)
Category
Requirement
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.
Why Join Pearl West Group?
- Join a fast-growing eCommerce company scaling consumer brands across North America.
- Work remotely with a collaborative, high-performing team.
- Make a direct impact on the customer experience across multiple brands.
- Be part of a culture that values ownership, continuous improvement, and professional growth.
- Grow your career in Quality Assurance while helping shape and improve our Customer Service function
Application Process
IMPORTANT: To be considered for this role, all applicants are required to complete our online assessment. This is a mandatory step in our hiring process, and only candidates who complete the assessment will be considered for the next stage.
Online Assessment Link: https://app.testgorilla.com/s/fkhjoycs
Skills Required
- Minimum 1 year of Quality Assurance experience in a customer service or contact center environment
- Minimum 1 year of customer service experience (voice, non-voice, or blended)
- Excellent written and spoken English (confidence in English for voice QA and coaching)
- Exceptional attention to detail to identify quality gaps and compliance issues
- Strong analytical and problem-solving skills to identify trends, root causes, and solutions
- Comfortable providing constructive, objective, actionable feedback and coaching to agents
- Experience with Freshdesk, Zendesk, Gorgias, or similar helpdesk platforms
- Proficiency in Google Workspace, particularly Google Sheets
- Demonstrated interest in building a long-term career in Quality Assurance
- Self-motivated, objective, dependable, and able to work independently in a remote environment
- Availability to work assigned shifts including Tuesday-Saturday 4:00 AM-12:00 NN PH Time, occasional weekends/holidays; may transition to graveyard after training
- 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
- Experience tracking and improving quality metrics such as QA scores, CSAT, First Response Time, Resolution Time, and CES
- Pet owner or experience caring for pets (understanding of pet owners' concerns)
What We Do
Pearl West acquires, builds, and scales high-growth consumer brands. We partner with brands at key inflection points—whether during founder transition, rapid scaling, or operational reset. Our portfolio includes both acquired brands and brands we’ve built from the ground up, all supported by our in house infrastructure and experienced team. We’re a lean, driven group of builders, operators, and brand obsessives with a shared passion for scaling what matters. At the intersection of finance, creativity, product development, supply chain, consumer insight & channel expansion, our team combines analytical rigor with startup energy to grow a portfolio of high-performing CPG brands. Our leadership comes from diverse backgrounds—marketing, M&A, brand strategy, omnichannel growth united by one thing: an execution-first mindset. Strategy is nothing without momentum, and we believe speed, testing, and relentless improvement are what set good brands apart from great ones.
