Service Quality Analyst

Ninja Partners LLC•Texas, US, TX

10d•Remote

About The Position

The Service Quality Analyst monitors and scores phone, email, and chat interactions to ensure quality and accuracy meet or exceed client and company expectations. The role participates in quality calibration sessions with Service Delivery and clients, provides findings to support team-member coaching, and evaluates processes to identify trends and recommend improvements. It also analyzes customer satisfaction survey data, assists with quality training, maintains assessment records, and works collaboratively while meeting related performance targets.

Requirements

At least one year of experience in quality assurance, customer service, or a related field.
Strong verbal and written communication skills.
Proficiency with computers and relevant software applications.
Strong critical thinking and attention to detail, with sound judgment in evaluating interactions against quality standards.
Integrity, patience, and a results-oriented approach to coaching and process improvement.
Ability to work collaboratively as part of a team.

Responsibilities

Monitor and score phone, chat, and email interactions using the quality assurance evaluation sheet.
Communicate quality assessment findings to team members to support coaching opportunities.
Participate in calibration sessions with Service Delivery and clients to ensure consistency and accuracy in scoring.
Maintain accurate records and documentation of quality assessments and improvement recommendations.
Assist with the development and delivery of quality training programs.
Review and evaluate processes to identify trends and recommend improvements.
Analyze customer satisfaction survey data and provide recommendations for improvement.
Prioritize tasks independently to meet deadlines with minimal supervision.
Adhere to company policies and procedures.
Meet or exceed performance targets for related KPIs.
Continuously improve knowledge of quality assurance methodologies, evaluation tools, and product and process changes through training and learning initiatives.
Collaborate with other departments as needed.
Maintain a positive, empathetic, and professional attitude toward customers and colleagues.
Perform other duties as assigned.