Customer Experience Quality & Training Analyst

Location: Pompano Beach, FL (On-site) Type: Full-Time

Entry-Level | eCommerce Operations & Customer Experience

Are you a recent graduate who wants to understand how a real eCommerce business runs - and have a direct impact on improving it?

At eCosmetics.com, thousands of customer interactions happen every week across our website, emails, chat, and phone support. We're looking for a sharp, detail-oriented Customer Experience Quality & Training Analyst to help improve our customer experience through quality assurance, training, and process improvement.

This is not a traditional customer service role. You won't be answering customer inquiries - you'll be analyzing interactions, coaching team members, improving processes, and helping shape how customer experience works at scale.

💼 What You'll Do

• Analyze customer calls, emails, and chats to identify trends, issues, and opportunities

• Evaluate team performance and provide coaching to improve quality and consistency

• Assist with onboarding and training new Customer Care team members

• Create and maintain training materials, SOPs, and internal documentation

• Review customer communications to ensure accuracy, tone, and policy compliance

• Test website updates and internal processes before launch

• Monitor customer feedback and escalations to identify improvement opportunities

• Prepare quality reports and share recommendations with leadership

• Help improve workflows that enhance both the customer and employee experience

✅ What We're Looking For

• Recent graduate (0–2 years) with a degree in Business, Marketing, Communications, or a related field

• Exceptional attention to detail - you notice what others miss

• Strong analytical and problem-solving skills

• Excellent written and verbal communication

• Organized, proactive, and able to manage multiple priorities

• Comfortable giving feedback and helping others improve

• Interest in eCommerce, operations, training, or customer experience

Bonus:

• Experience with QA, coaching, training, or performance evaluations

• Excel or Google Sheets experience

• Familiarity with CRM/help desk software or AI tools (ChatGPT, Copilot, etc.)

🚀 What You'll Gain

• Hands-on experience inside a high-volume eCommerce operation

• Exposure to quality assurance, training, operations, and analytics

• Real responsibility improving customer experience at scale

• Mentorship from experienced leaders

• A clear path into operations, customer experience, analytics, or leadership

Compensation: $25/hour + benefits after 90 days

⏰ Hours & Location

• On-site in Pompano Beach, FL

• Standard business hours with occasional flexibility

🎯 Why This Role Matters

This role serves as:

• The quality control layer for our customer experience

• A coach helping develop new and existing team members

• An early warning system for process and website issues

• A key partner in improving how our business operates

If you're naturally curious, enjoy solving problems, and want to make a meaningful impact while building a career in eCommerce operations, we'd love to hear from you.

📩 How to Apply

Send us your resume along with a short introduction. If you've worked on analytical, operational, leadership, or process-improvement projects - even through school - we'd love to hear about them.