Service Quality Analyst

SupportNinja · Philippines · posted today ago

Listing supplied by Himalayas. 101 Careers did not originate this post and applications are handled by the employer.

About this role

Job Description

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: Remote
Schedule: 9:00 PM–6:00 AM MNL, Weekends Off
Equipment: Company-Provided Equipment (Standard Laptop + Headset)
Start Date: October 15, 2026 (preferably 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 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 & Continuous Learning: Prioritize tasks independently to meet deadlines with minimal supervision, meet or exceed performance KPIs, and continuously improve knowledge of QA methodologies, tools, and process changes.

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.
Internal Applicant Requirements: Minimum of 1 year tenure with SupportNinja (any account), consistently met or exceeded KPI metrics over the past 3 months, and zero active or recent disciplinary actions (no DAs in the last 3 months).

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.
100% Remote Setup: Work comfortably from home anywhere in the Philippines.
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:

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.