Service Quality Analyst

SupportNinja; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Full-time employees

Competitive compensation

Government-mandated benefits

Retirement Savings Program

Life Insurance

HMO Day 1 coverage

Paid time off & birthday leave

Bonus and incentive plans

Skills training & development

Office lunch for onsite staff

Employee Referral Program

Job summary

SupportNinja is seeking a Service Quality Analyst for onsite work at Sanctum, SM - North EDSA. You will drive process improvement, analysis of performance data, and collaboration across departments to boost customer and stakeholder satisfaction.

The role emphasizes calibration, training collaboration, and maintaining quality metrics while meeting KPIs in a night-shift schedule catering to MNL time. A strong QA mindset and BPO experience are valued.

Qualifications

• Strong communication skills, both verbal and written.
• Knowledge of quality management systems and tools.
• Knowledge of project management.
• Proficient in using computers and various software applications.
• 1-2 years of experience in quality process improvement or QA.
• 2 years of BPO sales/upselling experience is required.

Responsibilities

• Analyzes process performance data and customer/client feedback to identify areas for improvement.
• Develop and implement programs and initiatives to improve process efficiency and satisfaction.
• Collaborates with other departments to identify root causes and develop solutions.
• Facilitates process improvement projects with project teams to meet goals and timelines.
• Partner with Training to deliver programs supporting quality improvement.
• Develops and maintains quality metrics and reporting to drive accountability.
• Reviews current processes and provides improvement recommendations.
• Participates in calibration sessions to ensure consistency in scoring.
• Maintains knowledge of products, services, and processes through training.
• Resolves issues with other departments as needed and adheres to policies.
• Meets or exceeds performance targets for related KPIs.

Skills

Strong communication

Quality mgmt systems

Project management

Computer proficiency

QA process improvement

BPO upselling experience

Job description

Work Setup: Onsite at the Sanctum, SM - North EDSA, QC

Schedule: 9pm-6am MNL, weekends off

Equipment: Company Provided

Type of Contract: Full-Time

Job Summary: TheService Quality Analyst is responsible for developing and implementing initiatives and programs that drive process improvement and ensure customer and stakeholder satisfaction. This position will work closely with other departments to identify opportunities for improvement and lead projects to achieve measurable results.

What does a day in the life of a Service Quality Analyst look like?

• Analyzes process performance data and customer/client feedback to identify areas for improvement
• Develop and implement programs and initiatives to improve process efficiency, customer and stakeholder satisfaction
• Collaborates with other departments to identify root causes of quality issues and develop solutions to address them
• Facilitates process improvement projects with project teams to achieve goals and timelines
• Develops and partner with the Training team to deliver training programs to support quality improvement initiatives and ensure consistent application of quality standards
• Develops and maintains quality metrics and reporting to track progress and drive accountability
• Reviews current processes within the organization, identifies areas for improvement, and provides recommendations
• Participates in calibration sessions with the Service Delivery team and other stakeholders or clients to ensure consistency and accuracy in scoring
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborates with other departments as needed to resolve issues
• Maintains a positive, empathetic, and professional attitude toward customers and
• colleagues at all times
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPIs

What are the required qualifications of a Service Quality Analyst?

• Strong communication skills, both verbal and written
• Knowledge of quality management systems and tools
• Knowledge of project management
• Proficient in using computers and various software applications
• 1-2 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment
• With 2 years of BPO sales/upselling experience (required)

What are the preferred qualifications of a Service Quality Analyst?

• Knowledgeable on COPC framework

Ninja Perks and Benefits

• *Full time employees
• 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

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