Service Quality Analyst

Work Setup: Remote/WAH (BYOD)

Type of Contract: Full-time

The Service Quality Analyst is responsible for monitoring and scoring phone, email, and chat interactions to ensure quality and accuracy meet or exceed client and company expectations. This position participates in quality calibration sessions with Service Delivery and clients, provides feedback to team members to support coaching, and reviews processes to identify trends and recommend improvements.

What does a day in the life of a Service Quality Analyst look like?

• Monitor and score phone, chat, and email interactions using the quality assurance evaluation sheet
• Communicate quality assessment findings to team members to support coaching opportunities
• Participate in calibration sessions with Service Delivery and clients to ensure consistency and accuracy in scoring
• Maintain accurate records and documentation of quality assessments and improvement recommendations
• Assist with the development and delivery of quality training programs
• Review and evaluate processes to identify trends and provide recommendations for improvement
• Analyze customer satisfaction survey data and provide recommendations for improvement
• Prioritize tasks independently to meet deadlines with minimal supervision
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of quality assurance methodologies, evaluation tools, and product and process changes through training and learning initiatives
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Service Quality Analyst?

• Minimum of one (1) year of experience in quality assurance, customer service, or a related field
• Strong verbal and written communication skills
• Proficiency with computers and relevant software applications
• Strong critical thinking and attention to detail, with sound judgment in evaluating interactions against quality standards
• Demonstrated integrity, patience, and a results-oriented approach to coaching and process improvement
• Ability to work collaboratively as part of a team

Ninja Perks and Benefits

• Competitive compensation
• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. 

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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