E- Commerce Quality Analyst Lead

TELUS Digital; Kraków; On-site; PLN 120,000 - 160,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Fully onsite job opportunity in our оф

Job summary

TELUS Digital is seeking a Lead eCommerce Quality Analyst (Team Lead) to anchor operations for client projects. You will allocate daily tasks, manage queues, enforce SLAs/SLOs, monitor account health, and report on performance for stakeholders across cross-regional teams.

The role requires 2–3+ years of leadership experience in operations and 1–2+ years in e-commerce data validation or policy review. You will collaborate with program managers, maintain project trackers, and ensure smooth

Qualifications

• 2+ years in e-commerce operations, online retail auditing, or digital catalog management
• Experience evaluating AI outputs and multimodal digital assets for accuracy and policy compliance
• Proven QA checks, data validation audits, and analysis of data discrepancies to refine guidelines

Responsibilities

• Act as primary operational liaison for client program managers and drive proactive messaging to prevent SLA lapses
• Oversee day-to-day task distribution, queue monitoring, and analyst scheduling for strict SLA compliance
• Lead RCA investigations on policy errors and implement automated checking tools
• Draft, review, and present WBR/MBR and performance dashboards for core teams and stakeholders
• Maintain daily project trackers and manage emails across accounts; support cross-regional handovers

Skills

Team leadership

SLA management

QA auditing

Root Cause Analysis (RCA)

Stakeholder management

English communication

Data presentation

Cross-regional coordination

Education

Bachelor’s Degree or equivalent

Tools

G Suite

Microsoft Office

Analytics dashboards

Ticketing platforms

Back-end databases

Job description

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.
• 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

• Fully onsite job opportunity in our office in Krakow, Poland
• Multisport card
• Private medical care