job description
Join SupportNinja as a Service Quality Analyst and play a pivotal role in elevating customer experiences across our global client base. In this dynamic position, you will analyze customer interactions, identify trends, and implement data-driven strategies to enhance service quality. Your insights will directly impact customer satisfaction, operational efficiency, and business growth.
Based in the vibrant regions of Bali, this role offers a unique opportunity to work in a collaborative, remote-friendly environment while contributing to a company that values innovation and excellence. If you are passionate about delivering exceptional service and thrive in a data-driven culture, we want you on our team!
Responsibility
- Monitor and evaluate customer interactions (calls, chats, emails) to ensure adherence to quality standards and company policies.
- Analyze performance metrics and customer feedback to identify trends, gaps, and areas for improvement.
- Develop and implement quality assurance programs, including scoring frameworks and calibration sessions.
- Collaborate with training and operations teams to design targeted coaching programs based on quality insights.
- Prepare detailed reports and presentations for stakeholders, highlighting key findings and actionable recommendations.
- Conduct root cause analysis for recurring service issues and propose process improvements.
- Stay updated on industry best practices and emerging trends in customer service and quality assurance.
- Support the onboarding of new agents by providing quality guidelines and performance expectations.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 2 years of experience in quality assurance, customer service, or a similar analytical role.
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, or BI tools).
- Excellent written and verbal communication skills in English.
- Keen attention to detail and a passion for delivering high-quality customer experiences.
- Ability to work independently and collaboratively in a fast-paced, remote environment.
- Experience with call center technologies (e.g., CRM systems, call recording software) is a plus.
- Certification in quality assurance or customer service (e.g., Six Sigma, COPC) is advantageous.