Service Quality Analyst

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. •

Remote •

9:00 PM-6:00 AM MNL, Weekends Off •

Company-Provided Equipment (Standard Laptop + Headset) •

October 15, 2026 (preferably October 5, 2026)

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.

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Monitor and score phone, chat, and email interactions using standardized quality assurance evaluation sheets. •

Communicate quality assessment findings clearly to team members to support coaching opportunities and performance growth. •

Participate in calibration sessions with Service Delivery and clients to ensure consistency and accuracy in scoring. •

Maintain accurate records and documentation of quality assessments and process improvement recommendations. •

Assist with the development and delivery of quality training programs. •

Review operational processes and analyze customer satisfaction survey data to identify trends and provide actionable recommendations. •

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.

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Minimum of one (1) year of experience in quality assurance, customer service, or a related field. •

Excellent verbal and written communication skills. •

Proficiency with computers and relevant software applications. •

Strong critical thinking and attention to detail, with sound judgment in evaluating interactions against quality standards. •

Demonstrated integrity, patience, and a results-oriented approach to coaching and process improvement. •

Ability to work collaboratively as part of a team. •

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).

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Knowledge of or familiarity with COPC standards..

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HMO activated starting on your very first day. •

Includes one (1) dependent covered upon regularization and a second dependent added after one year of service. •

Life Insurance Coverage and a Retirement Savings Program with company matching. •

Paid Time Off (PTO) plus dedicated Birthday Leave. •

Work comfortably from home anywhere in the Philippines. •

Predictable schedule (9:00 PM-6:00 AM MNL) with guaranteed weekends off.

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:

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.

Originally posted on Himalayas