Customer Experience Quality Analyst (Hybrid)

SupportNinja; Quezon City; Hybrid; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Day 1 Health Coverage (HMO)

Free Dependent Coverage

Life Insurance

Retirement Savings Program

Flexible Hybrid Setup

Fixed Night Shift

Job summary

SupportNinja is seeking a Service Quality Analyst in a hybrid setup (2 days onsite, 3 days WFH) to monitor, score, and optimize interactions across voice, email, and chat. You will coach teams, participate in calibration with clients, and analyze trends to improve service standards.

Ideal candidates have at least 1 year in QA or customer service, strong communication skills, and analytical thinking. This role offers on-site collaboration and remote work flexibility, with a start date in October

Qualifications

• Minimum 1 year of experience in quality assurance or related field.
• Excellent verbal and written communication skills.
• Proficiency with computers and relevant software applications.
• Strong critical thinking and attention to detail in evaluating interactions.
• Demonstrated integrity, patience, and a results-oriented coaching approach.
• Ability to work collaboratively as part of a team.

Responsibilities

• Monitor, score, and evaluate phone, email, and chat interactions using QA guidelines.
• Provide direct feedback to team members to support coaching and performance growth.
• Participate in calibration sessions with Service Delivery and clients for scoring consistency.
• Maintain accurate records of quality assessments and improvement recommendations.
• Assist in developing and delivering quality training programs.

Skills

QA experience

Communication

Technical skills

Analytical thinking

Coaching mindset

Team collaboration

Tools

COPC framework

Job description

SupportNinja is seeking a Service Quality Analyst in a hybrid setup (2 days onsite, 3 days WFH) to monitor, score, and optimize interactions across voice, email, and chat. You will coach teams, participate in calibration with clients, and analyze trends to improve service standards.

Ideal candidates have at least 1 year in QA or customer service, strong communication skills, and analytical thinking. This role offers on-site collaboration and remote work flexibility, with a start date in October