Service Quality Analyst

SupportNinja; Quezon City; On-site; 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

Ready to elevate customer experiences across voice, email, and chat channels? SupportNinja is looking for a Service Quality Analyst to monitor, score, and optimize interaction quality while coaching support teams to drive operational excellence . In this high-impact role, you will conduct calibration sessions with clients and Service Delivery, analyze performance trends, and help shape high-performing support standards across the organization .

• Work Setup: Hybrid-Sanctum (2 Days Onsite, 3 Days WFH)
• Equipment: Company-Provided Equipment (Standard Laptop + Headset)
• Start Date: October 5, 2026

Job Summary: The Service Quality Analyst is responsible for monitoring and scoring phone, email, and chat interactions to ensure quality and accuracy meet or exceed client and company expectations . This position participates in quality calibration sessions with Service Delivery and clients, provides direct feedback to team members to support coaching, and reviews processes to identify trends and recommend improvements .

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

Quality Monitoring & Evaluation: Monitor and score phone, chat, and email interactions using standardized quality assurance evaluation sheets .

Coaching & Feedback: Communicate quality assessment findings clearly to team members to support coaching opportunities and performance growth .

Calibration & Alignment: Participate in calibration sessions with Service Delivery and clients to ensure consistency and accuracy in scoring .

Documentation & Record Keeping: Maintain accurate records and documentation of quality assessments and process improvement recommendations .

Training Enablement: Assist with the development and delivery of quality training programs .

Process & CSAT Analysis: Review operational processes and analyze customer satisfaction survey data to identify trends and provide actionable recommendations .

Independent Execution: Prioritize tasks independently to meet tight deadlines with minimal supervision while adhering strictly to company policies and related KPIs .

What Does a Qualified Candidate Look Like?

Must Haves / Non-Negotiable:

Relevant Experience: Minimum of one (1) year of experience in quality assurance, customer service, or a related field .

Strong Communication: Excellent verbal and written communication skills .

Technical Skills: Proficiency with computers and relevant software applications .

Analytical Aptitude: Strong critical thinking and attention to detail, with sound judgment in evaluating interactions against quality standards .

Coaching Mindset: Demonstrated integrity, patience, and a results-oriented approach to coaching and process improvement .

Teamwork: Ability to work collaboratively as part of a team .

Nice to Haves / Preferred:

Framework Knowledge: Knowledge of or familiarity with COPC standards .

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.

Financial Protection: Life Insurance Coverage and a Retirement Savings Program with company matching.

Flexible Hybrid Setup: Enjoy the best of both worlds with 2 days onsite collaboration and 3 days work-from-home .

Fixed Night Shift: Predictable schedule (9:00 PM– 6:00 AM MNL) with guaranteed weekends off .

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary .

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.