Service Quality Analyst

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

📋 Description

• Oversee and evaluate phone, chat, and email interactions utilizing standardized quality assurance evaluation forms.

• Clearly communicate quality assessment results to team members to facilitate coaching opportunities and enhance performance growth.

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

• Keep accurate records and documentation of quality assessments as well as process improvement suggestions.

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

• Review operational procedures and analyze customer satisfaction survey results to identify trends and deliver actionable recommendations.

• Independently prioritize tasks to meet deadlines with minimal oversight.

• Achieve or surpass performance KPIs.

• Continuously enhance knowledge of QA methodologies, tools, and process updates.

⛳️ Requirements

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

• Outstanding verbal and written communication skills.

• Proficient with computers and applicable software applications.

• Strong analytical skills and attention to detail.

• Good judgment in assessing interactions against quality standards.

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

• Ability to collaborate effectively as part of a team.

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

• Preferred knowledge of or familiarity with COPC standards.

• Availability to work from 9:00 PM to 6:00 AM MNL, with weekends off.

🏝️ Benefits

• Company-provided equipment (standard laptop + headset).

• HMO activated starting on the first day.

• Free dependent coverage: one dependent upon regularization and a second dependent after one year of service.

• Life insurance coverage.

• Retirement Savings Program with company matching.

• Paid Time Off (PTO).

• Dedicated Birthday Leave.

• 100% remote setup from home anywhere in the Philippines.

• Fixed night shift with guaranteed weekends off.