Service Quality Improvement Specialist

6 days ago


Austin, Texas, United States SupportNinja Full time
Service Quality Analyst Job Description

We're seeking a highly skilled Service Quality Analyst to join our team at SupportNinja. As a key member of our organization, you will be responsible for driving process improvement and ensuring customer and stakeholder satisfaction.

Key Responsibilities:
  • Analyze process performance data and customer feedback to identify areas for improvement
  • Develop and implement programs and initiatives to enhance process efficiency and customer satisfaction
  • Collaborate with other departments to identify root causes of quality issues and develop solutions
  • Facilitate process improvement projects with project teams to achieve goals and timelines
  • Develop and partner with the Training team to deliver training programs to support quality improvement initiatives
  • Develop and maintain quality metrics and reporting to track progress and drive accountability
  • Review current processes within the organization, identify areas for improvement, and provide recommendations
  • Participate in calibration sessions with the Service Delivery team and other stakeholders to ensure consistency and accuracy in scoring
  • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Collaborate with other departments as needed to resolve issues
  • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Adhere to company policies and procedures
  • Meet or exceed performance targets for related KPIs
Requirements:
  • At least 3 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment
  • Must have a high school diploma or equivalent
  • Bachelor's degree in Business Administration or related field preferred
  • Strong communication skills, both verbal and written
  • Knowledge of quality management systems and tools
  • Knowledge of project management
  • Proficient in using computers and various software applications
Ninja Perks and Benefits:
  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings 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)


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