E - Commerce Quality Analyst Lead

E - Commerce Quality Analyst Lead

The Lead eCommerce Quality Analyst (Team Lead) serves as the primary operational anchor, client point of contact, and floor leader for assigned project teams. The Team Lead is responsible for daily task allocation, queue management, SLA/SLO enforcement, client account health, ticket backlog resolution, operational performance reporting (WBR/MBR), capacity management, and bridging communication between cross-regional operational hubs, client program managers, and stakeholders.

Key Responsibilities

• Client Relations & Account Health: Act as the primary operational liaison for client program managers, driving proactive messaging to prevent SLA lapses, compliance issues, and escalations while protecting brand reputation.

• Workflow & Queue Management: Oversee day-to-day task distribution, queue monitoring, and analyst scheduling to consistently achieve strict SLA compliance.

• Ticketing & Blocker Prioritization: Own and manage internal ticketing queues, prioritizing and resolving technical bugs and operational blockers to maintain a healthy backlog.

• Quality Assurance & RCA Oversight: Establish structured Quality Assurance (QA) audit frameworks, lead Root Cause Analysis (RCA) investigations on policy errors, and implement automated checking tools.

• Operational Performance Reporting: Draft, review, and present Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and performance dashboards for core teams and stakeholders.

• Stakeholder & Cross-Regional Bridge: Act as the primary operational contact between cross-regional hubs and project stakeholders, ensuring clear handovers and process alignment.

• Team Governance & Capacity Planning: Manage team capacity, shift coverage, leave tracking, onboarding integration, and regular performance check-ins; step into active production during peak spikes.

• Resource Acquisition & Scope Planning: Partner with Program and Project Managers to evaluate resourcing needs, lead candidate interviews, and assess candidates; manage the intake of ad-hoc project requests by assisting in establishing project scope, key deliverables, and target timelines.

• Tracker & Account Maintenance: Maintain daily updates of project trackers, manage emails across multiple accounts, and execute other leadership duties as assigned.

• Essential Requirements

• 2–3+ years minimum experience in operational team leadership, supervision, or line management.

• 1–2+ years experience in e-commerce data validation, content review, policy moderation, or AI evaluation.

• Client Management & Escalation Control: Demonstrated success in managing client communications, mitigating SLA lapses, maintaining strict security compliance, and preventing project escalations.

• Communication & Data Presentation: Fluency in English with superior verbal, written, data presentation, and stakeholder management skills.

• RCA & Operations Mastery: Proven ability to manage multi-queue operations, conduct Root Cause Analysis (RCA), and enforce strict quality standards.

• Capacity & Shift Governance: Ability to manage cross-site handovers, shift coverage matrices, and team capacity planning.

Candidate Background & Core Experience:

• Domain Expertise: 2+ years of experience in e-commerce operations, online retail auditing, data collection, or digital catalog management.

• AI & Content Evaluation: Prior experience evaluating Artificial Intelligence outputs (Large Language Models / LLMs) and multimodal digital assets (such as 2D/3D renders and video clips) for accuracy, quality, and policy compliance.

• Quality Assurance & Policy Analysis: Demonstrated history of conducting data validation audits, performing quality assurance checks, and analyzing data discrepancies or policy violations to refine operational guidelines.

• Technical Proficiency: Strong track record working with backend databases, storefront landing pages, and cross-checking complex pricing, promotional data, and inventory specifications.

• High degree of expertise with Internet browsing, email, G Suite / Microsoft Office applications, analytics dashboards, and ticketing platforms.

• Flexibility to time-zone overlaps as needed to support strict client service level agreements (SLAs) and cross-regional team handovers.

• Bachelor’s Degree preferred (or equivalent combination of education, training, and experience).

• Background check may be required.

• WE OFFER

• Multisport card

• Private medical care

• Career development opportunities

• Employee Referral program

• Only shortlisted candidates will be contacted/interviewed.

• Kindly attach an updated Copy of your CV in English.

LI-DNI

IDJob

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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