As a member of the ShipBob Team, you will...
- Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
- Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
- Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.
Location:
Remote in India
Role Description
As a Merchant Care Quality Analyst at ShipBob, you will be responsible for monitoring and evaluating the quality of email, chat, and phone interactions to ensure an exceptional merchant experience. You will provide detailed and actionable feedback to team members and leaders, identify process gaps, and recommend corrective actions to drive continuous improvement. The role requires preparing and delivering reports, conducting calibration sessions, analyzing VOC (Voice of Merchant) insights, and supporting training needs through TNI/TNA. You will play a key part in enhancing overall service quality by combining data-driven analysis with strong collaboration across teams. This role reports to Team Leader, Quality - Merchant Care.
What You’ll Do
- Perform monitors of merchant care email, chat, phone responses as per the defined sampling and ensure day-to-day adherence to it.
- Comprehend systems and processes fully to be able to accurately assess quality of interactions and provide detailed, actionable improvement opportunities to Team Leads and team members for each interaction to ensure continuous quality improvement.
- Use a quality monitoring data management system to compile and track performance at team and individual levels.
- Perform spot checks on new product release updates and present the outcome with insights.
- Prepare and deliver monthly TNI & TNA along with action items to improve the overall performance.
- Provide actionable data to various internal support groups as needed.
- Coordinate and facilitate calibration sessions for all relevant stakeholders.
- Provide feedback to call center team leaders and managers.
- Prepare and interpret internal and external quality reports showcasing the area of opportunity.
- Identify and deliver Merchant VOC’s that can help improve overall Merchant experience.
- Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Additional duties and responsibilities as necessary.
What You’ll Bring To The Table
- Total 4-5 years of experience in merchant/customer support.
- At least 2-3 years of experience in the Quality domain.
- Must be a Graduate.
- Excellent verbal, written and interpersonal skills. Fluent in English language (Versant Level 5).
- Knowledge of 7 Quality tools.
- Must be proficient with Microsoft Office (Word, Excel, PowerPoint).
Perks & Benefits
- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.
About You
The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).
About Us
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.
ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
