Service Quality Analyst (BPO/Call Center)

SupportNinja; Texas; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Opportunities for skills training and…

Job summary

SupportNinja is seeking a Service Quality Analyst to monitor and score customer interactions across phone, chat, and email to ensure quality standards are met.

You will participate in calibration sessions with clients and Service Delivery, provide coaching feedback, and help develop QA training programs while documenting QA findings and trends.

Qualifications

• Minimum of one year experience in quality assurance, customer service, or 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.

Responsibilities

• Monitor and score phone, chat, and email interactions using QA evaluation sheets.
• Communicate QA findings to team members to support coaching.
• Participate in calibration sessions with Service Delivery and clients for consistent scoring.
• Maintain accurate records and documentation of QA assessments and improvements.
• Assist in development and delivery of QA training programs.
• Review processes to identify trends and provide improvement recommendations.
• Analyze customer satisfaction data and suggest improvements.
• Prioritize tasks to meet deadlines with minimal supervision.
• Adhere to company policies and procedures.
• Aim to meet or exceed KPI targets.
• Continuously improve QA knowledge and tools through training and learning initiatives.
• Collaborate with other departments as needed.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues.
• Perform other duties as assigned.

Skills

Quality assurance

Customer service

Communication

Attention to detail

Team collaboration

Job description

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