Service Quality Analyst

🔥 23 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Monitor and score phone, chat, and email interactions using standardized quality assurance evaluation sheets • Communicate quality assessment findings clearly to team members to support coaching opportunities and performance growth • 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 process improvement recommendations • Assist with the development and delivery of quality training programs • Review operational processes and analyze customer satisfaction survey data to identify trends and provide actionable recommendations • Prioritize tasks independently to meet deadlines with minimal supervision • Meet or exceed performance KPIs • Continuously improve knowledge of QA methodologies, tools, and process changes

🎯 Requirements

• Minimum of one (1) year of experience in quality assurance, customer service, or a related field • Excellent verbal and written communication skills • Proficiency with computers and relevant software applications • Strong critical thinking and attention to detail • 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 • Internal applicants: minimum of 1 year tenure with SupportNinja, consistently met or exceeded KPI metrics over the past 3 months, and zero active or recent disciplinary actions (no DAs in the last 3 months) • Knowledge of or familiarity with COPC standards is preferred • Ability to work 9:00 PM–6:00 AM MNL, with weekends off

🏖️ Benefits

• Company-provided equipment (standard laptop + headset) • HMO activated starting on the first day • Free dependent coverage: one dependent upon regularization and a second dependent after one year of service • Life insurance coverage • Retirement Savings Program with company matching • Paid Time Off (PTO) • Dedicated Birthday Leave • 100% remote setup from home anywhere in the Philippines • Fixed night shift with guaranteed weekends off