Service Quality Analyst

🔥 27 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.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 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

🎯 Requirements

• 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

🏖️ Benefits

• Competitive compensation • Medical, dental and vision insurance • Paid time off • Birthday leave • Opportunities for skills training and personal and professional development • Experience infinite fun so you can have infinite growth

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