About the Company
6thStreet.com is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencer’s, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levi’s, Nike, Adidas, Loreal, and Inglot amongst many more. 6thStreet.com recently opened GCC’s first Phygital store at Dubai Hills Mall; an innovative tech-led space which combines the best of both online & offline shopping with online browsing & smart fitting rooms.
Overview: -
The Quality Assurance Analyst ensures consistent, high-quality customer experience across all e-commerce support channels by evaluating customer interactions, identifying performance and process gaps, and driving continuous improvement. The role plays a critical part in protecting brand reputation, improving CSAT/NPS, and reducing repeat contacts in a fast-paced retail environment.
Key Responsibilities:
Omnichannel Quality Monitoring
- Evaluate customer interactions across voice, email, live chat, social media, and app tickets& reviews.
- Apply channel-specific QA scorecards covering:
- Accuracy of information (orders, returns, refunds, delivery SLAs)
- Brand tone of voice and empathy
- Resolution ownership and follow-through
- Compliance with policies and customer promises
- Monitor handling of peak-season traffic, escalations, and high-impact cases (delivery delays, refunds, cancellations).
E-Commerce & Retail Quality Focus
- Assess agent knowledge and execution related to:
- Order tracking, delivery failures, and last-mile coordination
- Returns, exchanges, refunds, and wallet/BNPL payments
- Promotions, vouchers, and campaign rules
- App and website journey issues
- Identify quality gaps linked to logistics, warehouse, catalog, or tech issues, and flag them with clear evidence.
Performance Insights & Reporting
- Deliver weekly and monthly QA dashboards highlighting:
- Quality score trends by channel, brand, and agent
- Critical errors impacting CSAT, NPS, and repeat contacts
- Top defect drivers (e.g., wrong promise, missing follow-up, policy misinterpretation)
- Correlate QA outcomes with CSAT, NPS, FCR, Breach, and AHT to support management decisions.
Coaching & Calibration
- Provide actionable, example-based feedback to agents and team leaders.
- Support targeted coaching plans for:
- New joiners
- Low-performing agents
- Agents handling complex retail cases
- Participate in calibration sessions with Operations and Training to ensure scoring consistency across brands and channels.
Process & CX Improvement
- Recommend improvements to:
- SOPs and customer communication templates
- Knowledge base articles and macros
- Automation and self-service flows (order tracking, returns, refunds)
- Support rollout of new brands, campaigns, or system changes from a quality and CX perspective.
- Contribute QA insights to reduce avoidable contacts and repeat interactions.
Compliance & Risk Control
- Ensure adherence to:
- Retail policies and SLAs
- Data privacy and customer protection standards
- Brand-specific guidelines across multiple markets
- Flag high-risk or repeat quality issues with clear escalation paths.
Required Experience & Qualifications:
- Bachelor’s degree or equivalent experience.
- 2–4 years in e-commerce, retail, or omnichannel contact center QA.
- Hands-on experience evaluating digital channels (chat, email, social).
- Strong understanding of retail CX drivers and peak-season operations.
Technical & Functional Skills
- Proficiency with CRM and QA platforms (e.g., Sprinklr, Zendesk, Salesforce).
- Strong data analysis and reporting skills (Excel, dashboards).
- Ability to interpret QA data and translate it into operational actions.
- Excellent written communication with strong attention to tone and clarity.
Behavioral Competencies
- Customer-obsessed mindset
- High attention to detail and fairness
- Ownership and accountability
- Ability to challenge processes constructively
- Strong collaboration with Ops, Tech, Logistics, and Training
Benefits: -
- Full-time role
- Competitive salary
- Company employee discounts across all brands
- Medical & health insurance
- Collaborative work environment
