Support Quality Analyst

About the role:

Samsara is looking for an experienced Quality Assurance for the Global Customer Support organization. The Quality Analyst will partner with support leadership on quality initiatives that reflect the organization's commitment to customer experience and support the broader Support organization’s strategy. You will support the Operations and Service Delivery teams, providing feedback and business intelligence to drive improvements to the customer experience.

The ideal candidate has deep expertise in quality assurance operations for technical and non-technical customer support teams, has experience deep diving into data to identify opportunities that will have a direct impact on the customer experience. The role will join a team in building mode, and a successful candidate will help create a sustainable quality culture. The role reports to the Manager of Support Quality Programs and is part of Operations & Strategy, a team responsible for Service Excellence and Operational Excellence for Samsara’s global Customer Support organization.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click here to learn about what we value at Samsara.

In this role, you will: 

• Observe phone and ticket interactions across various lines of business to assess performance trends
• Track metrics such as QA variance, roster achievement goals, and agent review reporting
• Support the Quality Program at each global contact center site through targeted auditing of evaluations and sample call/ticket sourcing
• Design agile and focused interaction monitoring forms to collect qualitative insights
• Lead investigative projects that identify opportunities to improve behaviors, processes, procedures, tools, and training
• Leverage Excel, Google Sheets, and similar tools to analyze data and derive actionable insights
• Deliver data-driven insights on service quality to Support Managers
• Work collaboratively to improve team processes and achieve consistent outcomes for QA projects
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 5+ years professional experience, including 3+ years as a Quality Analyst
• Experience with contact center QA across multiple channels
• Proficiency in transforming and utilizing data to derive insights
• Excellent written and verbal communication skills
• Strong self-motivation, ability to work independently, and follow through
• Bias towards collaboration and continuous improvement
•  Experience operating in a dynamic environment while balancing differing priorities and demands
• Ability to work effectively with tight targets and deadlines

An ideal candidate also has:

• COPC or other industry-standard contact center quality certifications
• Experience with technical products and technical support
• Prior experience in support or a similar customer-facing role
• Six Sigma project experience is helpful