Service Quality Analyst

Ninja Partners LLC; Clifton (TX); Remoto; USD 40.000 - 65.000; Tempo integral

Benefícios oferecidos por esta vaga

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Skills training and personal/prof. dev

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Verbal and written communication

Computer proficiency

Critical thinking

Attention to detail

Team collaboration

Descrição da vaga

Work Setup: Remote/WAH (BYOD)

Type of Contract: Full-time

Service Quality Analyst

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 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?

• 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

What are the required qualifications for a Service Quality Analyst?

• 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

Ninja Perks and Benefits

• Competitive compensation
• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development

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Disclaimer

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.

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