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.
What does a day in the life as a Service Quality Analyst look like?Analyzes process performance data and customer/client feedback to identify areas for improvementDevelop and implement programs and initiatives to improve process efficiency, customer and stakeholder satisfactionCollaborates with other departments to identify root causes of quality issues and develop solutions to address themFacilitates process improvement projects with project teams to achieve goals and timelinesDevelops and partner with the Training team to deliver training programs to support quality improvement initiatives and ensure consistent application of quality standardsDevelops and maintains quality metrics and reporting to track progress and drive accountabilityReviews current processes within the organization, identifies areas for improvement, and provides recommendationsParticipates in calibration sessions with the Service Delivery team and other stakeholders orclients to ensure consistency and accuracy in scoringContinuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modulesCollaborates with other departments as needed to resolve issuesMaintains a positive, empathetic, and professional attitude toward customers and colleagues at all timesAdheres to company policies and proceduresMeets or exceeds performance targets for related KPIsPerforms other duties as assignedWhat are the required qualifications for a Service Quality Analyst?At least 3 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environmentMust have a high school diploma or equivalentBachelor’s degree in Business Administration or related field preferredStrong communication skills, both verbal and writtenKnowledge of quality management systems and toolsKnowledge of project managementProficient in using computers and various software applicationsNinja 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.
