Service Quality Analyst

🔥 1 hour 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

☁️ 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

• Monitor and score phone, chat, and email interactions using standardized quality assurance evaluation sheets • Communicate quality assessment findings 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 developing and delivering 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 • Knowledge of or familiarity with COPC standards preferred • 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)

🏖️ Benefits

• Competitive Compensation • Day 1 Health Coverage: HMO activated starting on your very first day • Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service • Life Insurance Coverage • Retirement Savings Program with company matching • Paid Time Off (PTO) • Dedicated Birthday Leave • 100% Remote Setup: Work comfortably from home anywhere in the Philippines • Company-Provided Equipment (Standard Laptop + Headset) • Fixed night shift with guaranteed weekends off