Service Quality Analyst

Hybrid - Clark Hideout & Work at Home (Onsite will 3x a week M-W, WAH TTH - F) Type of Contract: Full Time The Service Quality Analyst is responsible for developing and implementing initiatives and programs that drive process improvement and ensure customer and stakeholder satisfaction.

Responsibilities

• 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 of 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 What are the required qualifications for a Service Quality Analyst?

Requirements

• Must have a high school diploma or equivalent
• Strong communication skills, both verbal and written
• Knowledge of quality management systems and tools

Knowledge of project management - general knowledge

• Proficient in using computers and various software applications 1-2 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment
• Knowledge in Data Analysis Bachelor’s degree in Business Administration or related field preferred
• Preferred Qualification Knowledgeable on COPC framework

Benefits

• Ninja Perks and Benefits Full-time employees
• Competitive compensation Adherence to government-mandated benefits
• Program with Company Matching Life Insurance HMO on day 1 Paid time off, birthday leave

Bonus and incentive plans

• Opportunities for skills training and personal and professional development
• Employee Referral Program Beautiful office space (for onsite employees)

Free lunch provided daily (for onsite employees)

• Experience infinite fun so you can have infinite growth.
• Discover A Better Way to Grow!

Are you ready? If you are interested, you can access your instant interview here: https://alpharun.com/i/dwE-C4wI_6k4zsb3uUNPM 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