Compensation: $700–$900 USD/month
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)

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