Service Quality Analyst
Posted 1 month ago
You'll complete your application on SupportNinja's career site.
About the Role
A Service Quality Analyst is required to uphold premium standards within an outsourcing firm that manages technical support, customer experience, and data processing for more than 200 global clients. This position plays a pivotal role in the organization’s dedication to quality by using detailed data analysis and monitoring to confirm that all communications meet client expectations for professionalism and consistency. You will help refine operational workflows by assessing performance and finding ways to improve existing processes. This is a fully remote position located in the Philippines that includes necessary company hardware, allowing you the independence to manage your workload, achieve objectives, and collaborate with colleagues to boost service excellence.
Requirements
- Minimum of one year of work history in quality assurance, customer support, or an equivalent discipline.
- Superior verbal and written communication abilities.
- Advanced proficiency in using computers and essential software tools.
- Strong critical thinking, meticulous attention to detail, and the ability to apply objective judgment when assessing interactions.
- Professional integrity, patience, and a focus on achieving results during coaching or improvement efforts.
- Working well with a team to reach shared objectives is required.
- Familiarity with COPC standards is considered a plus.
Responsibilities
- Evaluate phone, chat, and email communications using standardized rubrics to ensure quality control.
- Discuss evaluation results with staff to encourage development and offer instructional feedback.
- Engage in calibration meetings alongside clients and the Service Delivery department to ensure precise and uniform assessment standards.
- Keep detailed records of all quality reviews and propose actionable process enhancements.
- Examine customer survey feedback to spot emerging trends.
- Support the creation and implementation of quality-focused training initiatives.
- Meet or surpass all performance KPIs while staying current on best practices in quality assurance.
Benefits & Perks
- Competitive salary and a robust benefits package.
- Immediate health insurance coverage via HMO from the start date.
- Free coverage for one dependent upon regularization, with the option to add another after one year of tenure.
- Life insurance and a retirement savings plan featuring company matching.
- Paid time off and a specific day of leave for your birthday.
- Fully remote setup provided with a company laptop and headset.
- Consistent night shift hours with fixed weekends off.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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