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SupportNinja
Service Quality Analyst
about 1 month ago | 135 views | Be the first one to apply

Service Quality Analyst

Full-time
Manila

About the company

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.

Job Summary

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 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

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