Quality Analyst

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Review and evaluate AI-generated outputs using established quality standards, evaluation criteria, and defect classification methodologies • Identify, classify, document, and track defects to support consistent quality measurement, trend analysis, and continuous improvement initiatives • Maintain accurate quality records, defect logs, and resolution tracking to ensure findings are documented and monitored through completion • Analyze quality metrics, defect trends, and performance data to identify recurring issues, operational risks, and opportunities for improvement • Coordinate with Knowledge Management, AI Tuning, Governance, Operations, and other stakeholders to communicate findings and support timely issue resolution • Validate the effectiveness of corrective actions by monitoring quality improvements and confirming defect resolution through follow-up evaluations • Support the development and refinement of quality standards, evaluation methodologies, sampling strategies, and defect taxonomies • Prepare reports, dashboards, and performance summaries that provide actionable insights to operational and business stakeholders • Participate in calibration sessions to promote consistent evaluation practices and maintain scoring accuracy across reviewers • Identify opportunities to improve quality processes, reporting, evaluation consistency, and operational performance through continuous improvement initiatives • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • 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

🎯 Requirements

• Minimum of two (2) years of experience in quality assurance, quality evaluation, compliance, auditing, transaction monitoring, operational quality, or a related field • Experience evaluating work against defined quality standards, scorecards, policies, or operational procedures • Experience identifying, categorizing, documenting, and tracking defects or quality issues to support performance improvement initiatives • Experience conducting calibration activities or applying standardized evaluation methodologies to ensure scoring consistency is preferred • Experience analyzing quality metrics, trends, and operational data to identify improvement opportunities and recurring issues • Strong analytical and critical-thinking skills with the ability to identify patterns, evaluate root causes, and recommend improvements • Strong written and verbal communication skills with the ability to clearly document findings and communicate recommendations to cross-functional stakeholders • Strong organizational and time management skills with the ability to manage multiple priorities while maintaining evaluation accuracy and consistency • Ability to work independently and collaboratively in a fast-paced environment while maintaining objectivity and attention to detail • Commitment to quality, operational excellence, continuous improvement, and data-driven decision-making.

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO coverage starting on Day 1 • Paid time off, birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Beautiful office space with a free lunch provided daily for onsite employees • Employee Referral Program