Service Quality Analyst

Ready to elevate customer experiences across voice, email, and chat channels? SupportNinja is looking for a Service Quality Analyst to monitor, score, and optimize interaction quality while coaching support teams to drive operational excellence . In this high-impact role, you will conduct calibration sessions with clients and Service Delivery, analyze performance trends, and help shape high-performing support standards across the organization . Work Setup: Hybrid-Sanctum (2 Days Onsite, 3 Days WFH) Schedule: 9:00 PM–6:00 AM MNL, Weekends Off Equipment: Company-Provided Equipment (Standard Laptop + Headset) Start Date: October 5, 2026 Job Summary: The Service Quality Analyst is responsible for monitoring and scoring phone, email, and chat interactions to ensure quality and accuracy meet or exceed client and company expectations . This position participates in quality calibration sessions with Service Delivery and clients, provides direct feedback to team members to support coaching, and reviews processes to identify trends and recommend improvements . What does a day in the life of a Service Quality Analyst look like? Quality Monitoring & Evaluation: Monitor and score phone, chat, and email interactions using standardized quality assurance evaluation sheets . Coaching & Feedback: Communicate quality assessment findings clearly to team members to support coaching opportunities and performance growth . Calibration & Alignment: Participate in calibration sessions with Service Delivery and clients to ensure consistency and accuracy in scoring . Documentation & Record Keeping: Maintain accurate records and documentation of quality assessments and process improvement recommendations . Training Enablement: Assist with the development and delivery of quality training programs . Process & CSAT Analysis: Review operational processes and analyze customer satisfaction survey data to identify trends and provide actionable recommendations . Independent Execution: Prioritize tasks independently to meet tight deadlines with minimal supervision while adhering strictly to company policies and related KPIs . What Does a Qualified Candidate Look Like? Must Haves / Non-Negotiable: Relevant Experience: Minimum of one (1) year of experience in quality assurance, customer service, or a related field . Strong Communication: Excellent verbal and written communication skills . Technical Skills: Proficiency with computers and relevant software applications . Analytical Aptitude: Strong critical thinking and attention to detail, with sound judgment in evaluating interactions against quality standards . Coaching Mindset: Demonstrated integrity, patience, and a results-oriented approach to coaching and process improvement . Teamwork: Ability to work collaboratively as part of a team . Nice to Haves / Preferred: Framework Knowledge: Knowledge of or familiarity with COPC standards . Ninja Perks & Benefits Competitive Compensation Day 1 Health Coverage: HMO activated starting on your very first day. Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service. Financial Protection: Life Insurance Coverage and a Retirement Savings Program with company matching. Generous Time Off: Paid Time Off (PTO) plus dedicated Birthday Leave. Flexible Hybrid Setup: Enjoy the best of both worlds with 2 days onsite collaboration and 3 days work-from-home . Fixed Night Shift: Predictable schedule (9:00 PM– 6:00 AM MNL) with guaranteed weekends off . Ready for the Next Step? If your background aligns with the non-negotiable qualifications above, fast-track your application by completing the quick AI pre-screening interview: 👉 Access the AI Pre-Screening Interview Here : https://alpharun.com/i/WhnRXvj5ix98IouHwhhb8 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