Service Quality Improvement Specialist
6 days ago
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
- 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
- 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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