Quality Assurance Analyst

About the role

The Customer Service Quality Assurance & Training Specialist is responsible for driving service excellence through quality assurance, training, and continuous process improvement across all customer support channels, including hotline, live chat, email, ticketing, and social media. This role monitors service quality, identifies performance and process gaps, develops targeted training programs, and partners with operations to strengthen customer service capabilities. The goal is to improve customer satisfaction, reduce complaints and negative reviews, and ensure consistent adherence to service standards.

Key responsibilities

• Conduct weekly and monthly quality audits of customer interactions across tickets, email, live chat, hotline, and social media.
• Evaluate service performance using established QA criteria, including response time, SOP and script compliance, accuracy of issue resolution, and customer empathy and communication quality.
• Identify quality gaps such as incomplete responses, inappropriate service behavior, delayed escalations, or policy non-compliance.
• Prepare regular QA reports highlighting performance trends, recurring issues, and improvement opportunities.
• Develop targeted improvement plans with measurable performance goals based on QA findings, and partner with Customer Service Supervisors to validate improvement outcomes.
• Analyze QA findings to identify recurring issues related to product or process knowledge gaps, missing or outdated scripts, system limitations, and SOP ambiguities.
• Escalate systemic issues to the central support team for process and system enhancements.
• Support the development and continuous enhancement of the customer service training framework for new hires.
• Deliver onboarding training covering business fundamentals, customer service systems and tools, SOPs and standard scripts, and complaint handling techniques.
• Organize refresher training, coaching sessions, and case studies based on QA findings and operational trends.

About you

• Minimum of 2 years' frontline customer service experience in cross-border logistics, international freight forwarding, or cross-border e-commerce.
• Familiarity with end-to-end cross-border logistics operations, particularly US and EU dedicated shipping services, and common customer complaint scenarios.
• Hands-on experience handling customer inquiries through ticketing systems, email, live chat, and social media.
• At least 6 months of experience in Quality Assurance, coaching, or training (including rotational or informal QA/trainer responsibilities).
• Experience designing QA scorecards, service standards, or training materials from the ground up.
• Experience collaborating with IT, Product, or Central Operations teams to improve knowledge bases, workflows, or customer service tools.
• Strong English communication skills (written and verbal).
• Working knowledge of SAP or experience using SAP systems to support customer service operations, order management, shipment tracking, or case management.
• Proficient in Microsoft Excel, with experience analyzing QA data, scorecards, deduction trends, and performance metrics.
• Strong analytical skills with the ability to evaluate performance objectively against established standards.