Remote Service Quality Analyst - Coach & Elevate CX

SupportNinja; Texas; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Skills training and personal and/or 专业

Professional development opportunities

Job summary

SupportNinja, a Texas-based company, seeks a Service Quality Analyst to monitor and score phone, chat, and email interactions to ensure quality. This remote-friendly, full-time role participates in calibration sessions with Service Delivery and clients, and provides feedback to teammates to drive coaching.

You will maintain records, help develop training, analyze satisfaction data, and identify trends for improvement.

Qualifications

• Minimum of one year in quality assurance or customer service.
• Strong verbal and written communication skills.
• Proficiency with computers and relevant software.
• Strong critical thinking and attention to detail.
• Ability to work collaboratively in a team.
• Integrity, patience, and a results-oriented coaching mindset.

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

Quality assurance

Customer service

Communication skills

Attention to detail

Team collaboration

Coaching skills

Job description

SupportNinja, a Texas-based company, seeks a Service Quality Analyst to monitor and score phone, chat, and email interactions to ensure quality. This remote-friendly, full-time role participates in calibration sessions with Service Delivery and clients, and provides feedback to teammates to drive coaching.

You will maintain records, help develop training, analyze satisfaction data, and identify trends for improvement.