Service Quality Analyst

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

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.

• 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
• Performs other duties as assigned

• At least 3 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment
• Must have a high school diploma or equivalent
• Bachelor’s degree in Business Administration or related field preferred
• 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

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

● Bonus and incentive plans

● 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.