Service Quality Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Evaluate and score phone, chat, and email interactions utilizing standardized quality assurance evaluation forms.

• Share quality assessment results with team members to facilitate coaching opportunities and foster performance improvement.

• Engage in calibration sessions alongside Service Delivery and clients to ensure uniformity and precision in scoring.

• Keep accurate records and documentation of quality assessments and suggestions for process enhancements.

• Aid in the creation and implementation of quality training programs.

• Examine operational processes and assess customer satisfaction survey data to recognize trends and offer actionable recommendations.

• Independently prioritize tasks to meet deadlines with minimal oversight.

• Achieve or surpass performance KPIs.

• Continuously enhance understanding of QA methodologies, tools, and process modifications.

⛳️ Requirements

• At least one (1) year of experience in quality assurance, customer service, or a related domain.

• Exceptional verbal and written communication abilities.

• Competence with computers and relevant software applications.

• Strong critical thinking skills and attention to detail.

• Good judgment in assessing interactions according to quality standards.

• Proven integrity, patience, and a results-driven approach to coaching and process enhancement.

• Capacity to collaborate effectively as part of a team.

• Familiarity with COPC standards is preferred.

• For internal candidates: a minimum of 1 year tenure with SupportNinja, consistently meeting or exceeding KPI metrics over the last 3 months, and no active or recent disciplinary actions (no DAs in the last 3 months).

🏝️ Benefits

• Competitive Compensation

• Day 1 Health Coverage: HMO activated starting on your very first day

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service

• Life Insurance Coverage

• Retirement Savings Program with company matching

• Paid Time Off (PTO)

• Dedicated Birthday Leave

• 100% Remote Setup: Work comfortably from home anywhere in the Philippines

• Company-Provided Equipment (Standard Laptop + Headset)

• Fixed night shift with guaranteed weekends off