Remote Service Quality Analyst — Calibration & Coaching

Ninja Partners LLC; Texas; Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Opportunities for skills training and

Personal and professional development

Job summary

SupportNinja in the United States is seeking a Service Quality Analyst to monitor and score phone, chat, and email interactions, ensuring quality standards are met across all channels.

You will participate in calibration sessions with Service Delivery and clients, provide feedback for coaching, maintain records, and contribute to training programs.

The role emphasizes independent prioritization, collaboration with other departments, and a positive, empathetic approach to customers and colleagues.

Qualifications

• 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.

Responsibilities

• 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

Skills

Verbal and written communication

Attention to detail

Team collaboration

Problem solving

Job description

SupportNinja in the United States is seeking a Service Quality Analyst to monitor and score phone, chat, and email interactions, ensuring quality standards are met across all channels.

You will participate in calibration sessions with Service Delivery and clients, provide feedback for coaching, maintain records, and contribute to training programs.

The role emphasizes independent prioritization, collaboration with other departments, and a positive, empathetic approach to customers and colleagues.