Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for driving customer experience excellence? SupportNinja is seeking a highly skilled Service Quality Analyst to join our dynamic team. In this pivotal remote role, you will act as a guardian of our service standards, ensuring that every interaction reflects our commitment to high-quality support.
As a Service Quality Analyst, you will not just be monitoring calls or tickets; you will be identifying trends, gaps in knowledge, and opportunities for process optimization. You will work closely with team leads and operations managers to implement actionable insights that improve performance metrics and customer satisfaction scores (CSAT). This is a fantastic opportunity to make a measurable impact on a global scale while working from the comfort of your home.
If you thrive in a fast-paced, data-driven environment and possess a keen eye for service consistency, we want to hear from you. Join a culture that values innovation, employee growth, and a remote-first mindset.
Tanggung Jawab
- Conduct regular evaluations of customer support interactions (calls, emails, chat) against established quality frameworks.
- Identify and analyze performance gaps to provide actionable feedback to agents and team leads.
- Contribute to the refinement of quality scorecards and rubrics to keep pace with evolving client needs.
- Generate detailed weekly and monthly quality reports highlighting trends, outliers, and areas for improvement.
- Facilitate calibration sessions with operational leadership to ensure consistency in evaluation standards.
- Develop and maintain internal knowledge base resources and training modules based on QA findings.
- Collaborate with cross-functional teams to resolve recurring process issues impacting service delivery.
- Maintain 100% compliance with data privacy regulations and internal security policies.
Kualifikasi
- At least 2 years of experience as a Quality Analyst, QA Specialist, or Senior Customer Support Representative.
- Deep understanding of BPO quality standards, KPI tracking, and performance management.
- Excellent analytical, interpersonal, and communication skills in English.
- Proficiency with modern helpdesk tools (e.g., Zendesk, Salesforce, Intercom) and QA software.
- Strong analytical mindset with the ability to interpret data and convert it into actionable insights.
- Ability to work independently in a remote environment while maintaining high levels of accountability.
- Highly proficient in MS Excel or Google Sheets for reporting and data visualization.
- Experience in process improvement methodologies (Six Sigma or Lean) is a significant advantage.