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Full Details of Job Post
Weβre 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.
This is a hybrid position at The Hideout, Clark, Pampanga.
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 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
What are the required qualifications for a Service Quality Analyst?
At least 1 year of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment
Must have a high school diploma or equivalent
Bachelorβs 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
Willing to work on a hybrid setup
Ninja Perks and Benefits
*Full time employees
β Competitive compensation
β Adherence to government-mandated benefits
β Retirement Savings Program with Company Matching
β Life Insurance
β HMO on day 1
β Paid time off, birthday leave
β Bonus and incentive plans
β Opportunities for skills training and personal and professional development
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.