Customer Experience Analyst

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. #J-18808-Ljbffr