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The Role - Quality Assurance & Training Analyst We are seeking a dynamic and experienced Quality Assurance & Training Analyst to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role ensures operational excellence through comprehensive quality monitoring, training delivery, and performance development across eCommerce and Customer Service accounts. This role combines quality assurance oversight, training facilitation, nesting support, and hands-on workflow coverage to maintain minimum 95% quality standards and drive continuous improvement. Key Responsibilities Quality Monitoring & Evaluation Conduct a minimum of two quality evaluations per workflow per agent each week across all channels, using consistent scoring for accuracy, compliance, soft skills, and customer experience Maintain a minimum 95% quality standard and complete all evaluations within 24 hours...