What are the responsibilities and job description for the Customer Experience Operations & Quality Analyst position at eCosmetics.com?
Customer Experience Operations & Quality Analyst
Entry-Level | eCommerce Operations & Customer Experience
Location: Pompano Beach, FL (On-site)
Type: Full-Time
Are you a recent grad who wants to understand how a real eCommerce business actually runs - and have a direct impact on improving it?
At eCosmetics.com, millions of customer interactions happen across our website, marketing emails, and customer care team every month. We’re looking for a sharp, detail-oriented Customer Experience Operations & Quality Analyst to help us continuously improve that experience.
This is not a traditional “customer care” role. You won’t be answering tickets - you’ll be analyzing, improving, and helping shape how customer experience works at scale.
No experience necessary, we will train you. You just need to be smart and care about our business!
💼 What You’ll Do
You’ll act as a CX Operator - someone who understands how everything works and helps make it better.
- Analyze customer calls, emails, and chats to identify patterns, issues, and opportunities
- Evaluate team performance and help coach new hires to improve quality and consistency
- Assist with onboarding and training of customer care team members
- Define and uphold quality standards across phone and email interactions
- QA customer communications to ensure accuracy, tone, and policy alignment
- Test website updates and new features to ensure everything works as intended
- Document processes, policies, and best practices
- Surface insights and recommendations to leadership that improve customer satisfaction and retention
✅ What We’re Looking For
- Recent graduate (0–2 years) with a degree in Business, Marketing, Communications, or related field
- Strong attention to detail - you notice what others miss
- Analytical mindset - you look for patterns, not just answers
- Clear communicator (written and verbal)
- Organized and proactive - you take ownership and follow through
- Comfortable giving feedback and helping others improve
- Interest in eCommerce, operations, or customer experience
Bonus:
- Experience with QA, call reviews, or performance evaluation
- Comfortable with Excel / Google Sheets and basic reporting
🚀 What You’ll Gain
- Hands-on experience inside a high-volume eCommerce operation
- Direct exposure to customer behavior, marketing, and operational systems
- Real responsibility improving customer experience at scale
- Mentorship from experienced operators and marketers
- A clear path into operations, analytics, product, or marketing roles
⏰ Hours & Location
- On-site in Pompano Beach
- Standard business hours with occasional flexibility
🎯 Why This Role Matters
This role becomes:
- The quality control layer for how we interact with customers
- An early-warning system for problems in our processes or website
- A coach and mentor helping raise the level of the team
- A future operator who understands how the business actually works
If you want a role where you learn fast, see how decisions impact real customers, and build a foundation for a career in eCommerce or operations - this is it.
📩 How to Apply
Send your resume (or a short intro). If you’ve worked on anything analytical, operational, or process-driven (even in school) include it.