[Hiring] Service Quality Analyst @Ninja Partners LLC

Role Description

The Service Quality Analyst is responsible for developing and implementing initiatives and programs that drive process improvement and ensure customer and stakeholder satisfaction. This position will work closely with other departments to identify opportunities for improvement and lead projects to achieve measurable results.

• Analyzes process performance data and customer/client feedback to identify areas for improvement.
• Develops and implements programs and initiatives to improve process efficiency, customer and stakeholder satisfaction.
• Collaborates with other departments to identify root causes of quality issues and develop solutions to address them.
• Facilitates process improvement projects with project teams to achieve goals and timelines.
• Develops and partners with the Training team to deliver training programs to support quality improvement initiatives and ensure consistent application of quality standards.
• Develops and maintains quality metrics and reporting to track progress and drive accountability.
• Reviews current processes within the organization, identifies areas for improvement, and provides recommendations.
• Participates in calibration sessions with the Service Delivery team and other stakeholders or clients to ensure consistency and accuracy in scoring.
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Collaborates with other departments as needed to resolve issues.
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Adheres to company policies and procedures.
• Meets or exceeds performance targets for related KPIs.

Qualifications

• Must be 18 years of age or older.
• 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.
• 1-2 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment.

Requirements

• Knowledgeable on COPC framework (preferred qualification).

Benefits

• Full-time employees.
• Competitive compensation.
• Adherence to government-mandated benefits.
• Retirement Savings Program with Company Matching.
• Life Insurance.
• HMO on day 1.
• Paid time off, birthday leave.
• 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).