Remote Service Quality Analyst - QA & Coaching

Ninja Partners LLC; Clifton (TX); Remote; USD 40,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Skills training and personal/prof. dev

Job summary

SupportNinja is seeking a Service Quality Analyst to monitor and score customer interactions (phone, chat, email) and drive improvements across QA processes. You will support coaching, calibration with clients, and documentation of quality trends.

The role emphasizes collaboration, adherence to procedures, and meeting KPI targets while maintaining a positive, empathetic customer focus.

Qualifications

• Minimum of one year 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 for consistent scoring.
• Maintain accurate records and documentation of quality assessments and improvements.
• Assist with 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 and meet KPIs.
• Continuously improve QA methodologies and tools through training.

Skills

Verbal and written communication

Computer proficiency

Critical thinking

Attention to detail

Team collaboration

Job description

SupportNinja is seeking a Service Quality Analyst to monitor and score customer interactions (phone, chat, email) and drive improvements across QA processes. You will support coaching, calibration with clients, and documentation of quality trends.

The role emphasizes collaboration, adherence to procedures, and meeting KPI targets while maintaining a positive, empathetic customer focus.