Customer Experience Quality & Training Analyst - Beauty & eCommerce

Customer Experience Quality & Training Analyst
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
On-site in Pompano Beach, FL
Standard business hours with occasional flexibility
Why This Role Matters

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.

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