Quality Specialist
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Summary of Job Responsibilities:

 Responsible for monitoring, calibrating and supporting the quality standards between clients and
SupportNinja Inc.
 Evaluate voice, email and chat interactions on customer service skills, product knowledge, technical skills,
policy, procedure and compliance adherence

  •  Ensure client quality and customer satisfaction goals are met or addressed in a timely manner
  •  Maintain all documented quality processes and create new processes as required
  •  Provide coaching and feedback to ensure customer service meets the quality standard
  •  Initiate and participate in process improvement activities
  •  Analyze customer satisfaction and dissatisfaction data to recommend solutions to root cause
  •  To communicate recommendations for improvements to accounts/programs
  •  Be the subject matter expert for ninjas working closely with Quality Champion
  •  Interact with Team Managers, Team Leaders and Operations Managers for any potential quality call out
  •  Always present a positive and persuadable attitude

Qualifications and Skill Requirements

  •  College level of any course
  •  Expert with the different Quality tools
  •  2 years of experience as a Quality Specialist in a BPO
  •  Proficient in MS Office and Google Docs
  •  Strong communication skills
  •  Strong coaching skills
  •  Excellent in time management
  •  Good background in handling email, chat, voice and back office type of customer contacts