The Role
The Quality Analyst ensures that every customer interaction reflects Ecosa’s commitment to WOW customer experience and alignment with our principles and values.
This role is responsible for monitoring, evaluating, and providing actionable feedback on the performance of Customer Service Representatives (CSRs) and Customer Experience (CX) team members.
By identifying strengths, areas of improvement, and training opportunities, the Quality Analyst helps elevate service standards and strengthen Ecosa’s culture of excellence.
Key Responsibilities:
Quality Monitoring & Evaluation
Review and evaluate customer interactions across multiple channels (chat, email, calls).
Assess both technical accuracy and value alignment in customer engagements.
Ensure consistency and fairness in scoring against defined quality standards.
Customer Experience Focus
Evaluate service delivery to ensure WOW experiences are consistently achieved.
Provide insights on how customer interactions reflect Ecosa’s values and customer-first culture.
Champion the customer’s voice by highlighting trends and common concerns.
Feedback & Coaching
Deliver clear, constructive, and actionable feedback to team members.
Collaborate with Team Leaders and Learning & Development to address skill gaps.
Support coaching initiatives that promote continuous growth and service excellence.
Reporting & Analysis
Prepare reports on quality trends, findings, and recommendations.
Identify recurring issues and recommend process or training improvements.
Support calibration sessions to ensure consistency across evaluations.
Collaboration & Improvement
Partner with QA Team Leaders, Operations, and Enablement to refine standards.
Share best practices and contribute to initiatives that improve CSAT, NPS, and overall service levels.
Participate in continuous improvement projects that enhance tools, processes, and training.
30-60-90 Day Plan:
First 30 Days
Complete onboarding and training on Ecosa’s products, services, principles, and values.
Gain hands-on familiarity with QA tools, scorecards, and evaluation processes.
Shadow experienced QAs to learn calibration and evaluation standards.
Begin evaluating a limited set of interactions under supervision.
Next 60 Days
Independently perform quality monitoring across all customer channels.
Provide consistent, constructive feedback to CSRs and CX agents.
Participate actively in calibration sessions to ensure scoring alignment.
Identify recurring customer concerns and document them for reporting.
By 90 Days
Consistently deliver accurate and fair evaluations with minimal supervision.
Share insights with Team Leaders and L&D to influence coaching/training.
Produce regular QA reports highlighting trends and improvement opportunities.
Success Looks Like:
Evaluations are consistent, actionable, and aligned with Ecosa values.
Feedback leads to visible improvements in CSR performance and customer satisfaction.
QA reports provide clear insights that inform decision-making across CX.
Why work for Ecosa?
Ecosa is an eCommerce company dedicated to transforming our customers' lives through their sleep.
With a big focus on sustainability, we create sleep and home products that are proven to enhance sleep quality and take care of our planet.
Founded in Australia in 2015, we have been lucky to serve over 300,000 happy customers in Australia, New Zealand, USA, Canada, and Hong Kong.
At Ecosa, we care about better sleep.
We want you to arrive at work well-rested, so we've implemented a flexi-time scheme that means you can arrive at work when you're ready.
We are looking for people who want to make a positive impact on the world, have an entrepreneurial spirit that sparks creativity and a mind that thinks outside the box.
We aim to empower all our employees to make decisions that can help shape the future of Ecosa.
Benefits
Competitive Salary
Retirement Plan
Leave Credits All Convertible to Cash
HMO Plan + 2 Dependents Fully Covered
Generous Performance Bonuses
Annual Company Outing
Flexible Leaves
Great Career Progression
Casual Friday, Everyday!
Ecosa is an equal opportunity employer and screens applications regardless of race, beliefs, orientation, gender identity or disability.
We are growing fast, and this is a unique opportunity to grow your career with us.
If this sounds like you, we want you on our team!
Important Note:
Our affiliate company in the Philippines, Ecscale Solutions Inc., will be the reporting point for employees hired in the Philippines.

Company in the Philippines.