Work Setup:Remote - Philippines
Schedule:US hours, Eastern time
Equipment:Company Provided
Type of Contract:Full-Time
Job Summary:TheHITL Quality Analystis responsible for evaluating AI-generated outputs against established quality standards to ensure accuracy, consistency, and compliance with organizational requirements. This role identifies, classifies, and tracks defects, analyzes quality trends, and collaborates with cross-functional stakeholders to drive continuous improvements that enhance AI performance and operational effectiveness.
What does a day in the life of a Quality Analyst look like?
Review and evaluate AI-generated outputs using established quality standards, evaluation criteria, and defect classification methodologies
Identify, classify, document, and track defects to support consistent quality measurement, trend analysis, and continuous improvement initiatives
Maintain accurate quality records, defect logs, and resolution tracking to ensure findings are documented and monitored through completion
Analyze quality metrics, defect trends, and performance data to identify recurring issues, operational risks, and opportunities for improvement
Coordinate with Knowledge Management, AI Tuning, Governance, Operations, and other stakeholders to communicate findings and support timely issue resolution
Validate the effectiveness of corrective actions by monitoring quality improvements and confirming defect resolution through follow-up evaluations
Support the development and refinement of quality standards, evaluation methodologies, sampling strategies, and defect taxonomies
Prepare reports, dashboards, and performance summaries that provide actionable insights to operational and business stakeholders
Participate in calibration sessions to promote consistent evaluation practices and maintain scoring accuracy across reviewers
Identify opportunities to improve quality processes, reporting, evaluation consistency, and operational performance through continuous improvement initiatives
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned
What are the required qualifications of a Quality Analyst?
Minimum of two (2) years of experience in quality assurance, quality evaluation, compliance, auditing, transaction monitoring, operational quality, or a related field
Experience evaluating work against defined quality standards, scorecards, policies, or operational procedures
Experience identifying, categorizing, documenting, and tracking defects or quality issues to support performance improvement initiatives
Experience conducting calibration activities or applying standardized evaluation methodologies to ensure scoring consistency is preferred
Experience analyzing quality metrics, trends, and operational data to identify improvement opportunities and recurring issues
Strong analytical and critical-thinking skills with the ability to identify patterns, evaluate root causes, and recommend improvements
Strong written and verbal communication skills with the ability to clearly document findings and communicate recommendations to cross-functional stakeholders
Strong organizational and time management skills with the ability to manage multiple priorities while maintaining evaluation accuracy and consistency
Ability to work independently and collaboratively in a fast-paced environment while maintaining objectivity and attention to detail
Commitment to quality, operational excellence, continuous improvement, and data-driven decision-making
Ninja Perks and Benefits
*Full time employees
Competitive compensation
Adherence to government-mandated benefits
Retirement Savings Program with Company Matching
Life Insurance
HMO coverage starting on Day 1
Paid time off, birthday leave
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Beautiful office space with a free lunch provided daily for onsite employees
Employee Referral Program
Experienceinfinite funso you can haveinfinite growth. Discover aBetter Way to Grow! Are you ready?
If you are interested, you can access your instant interview here:
Disclaimer:
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.
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SupportNinja is a business process outsourcing and customer support company that provides remote staffing and operational support services. The company specializes in financial underwriting, vetting, and compliance operations for organizations, handling tasks such as eligibility review, ACH/EFT processing, and risk screening. SupportNinja operates with a focus on remote work arrangements, allowing team members to work from home while managing critical financial operations and customer support functions. The company emphasizes growth opportunities and professional development for its employees.
