Service Quality Analyst at Ninja Partners LLC

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

0.0

Posted On

21 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality management systems, Project management, Process improvement, Quality assurance, Data analysis, Communication skills, Reporting, Training facilitation, Performance metrics, Root cause analysis, COPC framework, Call center operations

Industry

Marketing Services

Description

Work Setup: Remote/WAH Equipment: Company Provided Type of Contract: Full-time The Service Quality Analyst is responsible for developing and implementing initiatives and programs that drive process improvement and ensure customer and stakeholder satisfaction. This position will work closely with other departments to identify opportunities for improvement and lead projects to achieve measurable results. What does a day in the life of a Service Quality Analyst look like? * Analyzes process performance data and customer/client feedback to identify areas for improvement * Develop and implement programs and initiatives to improve process efficiency, customer and stakeholder satisfaction * Collaborates with other departments to identify root causes of quality issues and develop solutions to address them * Facilitates process improvement projects with project teams to achieve goals and timelines * Develops and partner with the Training team to deliver training programs to support quality improvement initiatives and ensure consistent application of quality standards * Develops and maintains quality metrics and reporting to track progress and drive accountability * Reviews current processes within the organization, identifies areas for improvement, and provides recommendations * Participates in calibration sessions with the Service Delivery team and other stakeholders or clients to ensure consistency and accuracy in scoring * Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules * Collaborates with other departments as needed to resolve issues * Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times * Adheres to company policies and procedures * Meets or exceeds performance targets for related KPIs What are the required qualifications for a Service Quality Analyst? * Must be 18 years of age or older * Strong communication skills, both verbal and written * Knowledge of quality management systems and tools * Knowledge of project management * Proficient in using computers and various software applications * 1-2 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment Preferred Qualification * Knowledgeable on COPC framework Ninja Perks and Benefits * Full-time employees * Competitive compensation * Adherence to government-mandated benefits * Retirement Savings Program with Company Matching * Life Insurance * HMO on day 1 * Paid time off, birthday leave * Opportunities for skills training and personal and professional development * Employee Referral Program * Beautiful office space (for onsite employees) * Free lunch provided daily (for onsite employees) Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready? 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. #supportninjajobs

Responsibilities

The Service Quality Analyst develops and implements process improvement initiatives to enhance customer and stakeholder satisfaction. They collaborate with departments to identify root causes of quality issues and facilitate training programs to ensure consistent quality standards.