Remote Service Quality Analyst — Coaching & CX Insights

Ninja Partners LLC; Austin (TX); Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off (including birthday)

Job summary

SupportNinja is seeking a Service Quality Analyst to monitor and score phone, chat, and email interactions, ensuring quality targets are met. The role includes calibration sessions with clients, providing coaching feedback, and documenting QA findings.

You will help develop training programs and identify process improvements while upholding company policies. Remote-friendly, with a commitment to continuous learning in QA methodologies and tools, you will collaborate across departments to drive

Qualifications

• 1 year of experience in quality assurance or a related field.
• Strong verbal and written communication skills.
• Proficiency with computers and relevant software applications.
• 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 scoring consistency.
• Maintain accurate records and documentation of quality assessments and improvement recommendations.
• Assist with the development and delivery of quality training programs.
• Review processes to identify trends and provide improvement recommendations.
• Analyze customer satisfaction survey data and suggest enhancements.
• Prioritize tasks to meet deadlines with minimal supervision.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Continuously improve knowledge of QA methodologies and tools through training.

Skills

Quality assurance

Verbal communication

Written communication

Critical thinking

Detail oriented

Team collaboration

Job description

SupportNinja is seeking a Service Quality Analyst to monitor and score phone, chat, and email interactions, ensuring quality targets are met. The role includes calibration sessions with clients, providing coaching feedback, and documenting QA findings.

You will help develop training programs and identify process improvements while upholding company policies. Remote-friendly, with a commitment to continuous learning in QA methodologies and tools, you will collaborate across departments to drive