服务质量分析师
Service Quality Analyst
职位描述
是否准备好提升语音、邮件和聊天渠道的客户体验？SupportNinja 正在寻找一名服务品质分析师，通过监控、评分和优化互动质量，并指导支持团队以推动运营卓越。在这个高影响力职位中，您将与客户和客户服务团队进行校准会议，分析绩效趋势，并帮助塑造公司内部的高效支持标准。
- 工作模式：远程办公
- 工作时间：马尼拉时间晚上9点至早上6点，周末休息
- 设备：公司提供设备（标准笔记本电脑 + 耳机）
- 入职时间：2026年10月15日（最好是2026年10月5日）
职位简介：服务品质分析师负责监控和评分电话、邮件和聊天互动，以确保质量和准确性符合或超过客户和公司的期望。该职位参与与客户服务团队和客户的质量校准会议，向团队成员提供反馈以支持辅导，并审查流程以识别趋势并提出改进建议。
服务品质分析师的一天是什么样的？
- 品质监控与评估：使用标准化的质量保证评估表监控和评分电话、聊天和邮件互动。
- 辅导与反馈：清晰地向团队成员传达品质评估结果，以支持辅导机会和绩效提升。
- 校准与对齐：参与与客户服务团队和客户的校准会议，确保评分的一致性和准确性。
- 文档与记录：保持品质评估和流程改进建议的准确记录和文档。
- 培训支持：协助开发和交付品质培训项目。
- 流程与CSAT分析：审查操作流程并分析客户满意度调查数据，以识别趋势并提供可操作的建议。
- 独立执行与持续学习：独立优先处理任务以满足截止日期，无需监督即可达到或超越绩效KPI，并持续提升对QA方法、工具和流程变更的知识。
什么样的候选人符合条件？
必备条件 / 不可协商：
- 相关经验：至少一年的质量保证、客户服务或相关领域的工作经验。
- 沟通能力：出色的口头和书面沟通技巧。
查看英文原文
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.
#supportninjajobs
Originally posted on Himalayas