Ecommerce Quality Assurance & Customer Experience Lead

Job Title: Ecommerce Quality Assurance & Customer Experience Lead

Work Hours: 8:00 AM-5:00 PM EST (US Business Hours)

Salary: Based on experience

Overview of the Role:

We’re looking for a detail-oriented Ecommerce Quality Assurance & Customer Experience Lead to ensure the stability and functionality of our eCommerce site, ERP, and partner integrations. Reporting to the Ecommerce Operations Project Manager, this role involves leading QA/QC processes, conducting thorough testing on site updates, ERP integrations, and partner tools, and proactively identifying and resolving issues using Noibu and Microsoft Clarity. This position offers extensive opportunities to learn new tools, expand your technical skills, and advance through our commitment to ongoing development and support.

Responsibilities:

1. Quality Assurance Testing

• Own QA/QC processes, performing rigorous testing on the eCommerce site, ERP, and third-party integrations.
• Conduct regression and stress testing to ensure site reliability, simulate various user behaviors, and identify potential points of failure.
• Document test cases, report findings, and work closely with the Website Operations & Project Manager on issue resolution and continuous improvements.

2. Issue Detection & Analysis

• Use Noibu and Microsoft Clarity to identify, monitor, and prioritize issues that impact site, ERP, and integration performance.
• Identify and address breakpoints in the user journey, providing actionable insights to improve the customer experience.

3. Continuous Improvement & Reporting

• Refine testing frameworks to enhance detection, resolution, and reporting of issues.
• Provide data-driven insights to support decision-making and contribute to the eCommerce team’s growth objectives.

Requirements

• Proven experience in eCommerce quality assurance, testing, and issue management with ERP and partner integrations.
• Strong troubleshooting skills, attention to detail, and the ability to conduct exploratory and stress testing.
• Familiarity with project management tools like ClickUp and JIRA is a plus.

Nice-to-Have:

• Experience with website UX.
• Basic development knowledge (HTML/CSS, JavaScript).
• Familiarity with automated testing tools.
• Experience with Google Analytics for performance tracking.