Senior Support Quality Analyst

Job Description

Who We Are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing and we are excited to help digitally transform their operations at scale.

Working at Samsara means youll help define the future of physical operations and be on a team thats shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, youll have the autonomy and support to make an impact as we build for the long term.

About the role:

Samsara is looking for an experienced Quality Assurance professional for the Global Customer Support organization. The Quality Analyst will partner with support leadership on quality initiatives that reflect the organization&aposs commitment to customer experience and support the broader Support organizations 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 and has experience deep diving into data to identify opportunities that will have a direct impact on the customer experience. This role will join a team in a 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 and Process Excellence for Samsaras global Customer Support organization.

This is a hybrid position requiring 2 days per week in our Bangalore office and 3 days working remotely. This position requires working hours in IST time zone.

You should apply if:

- You want to impact the industries that run our world: Your efforts will result in real-world impacthelping 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 wont 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.
- Youre 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, bold 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.

In this role, you will:

- Evaluate customer interactions (phone and ticketing) to assess performance and identify trends.
- Analyze quality data, drive investigative projects, and provide data-driven insights to Support Managers using tools such as Excel and Google Sheets.
- Design and maintain agile interaction monitoring forms to collect targeted qualitative insights.
- Collaborate with internal teams to enhance processes, procedures, and training based on quality findings.
- Champion, role model, and embed Samsaras 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:

- Professional Experience: Minimum 7 years of professional experience, with at least 4 years specifically as a Quality Analyst.
- Contact Center QA: Demonstrated experience in quality assurance across diverse contact center channels, including phone, email, and chat.
- Data Analysis: Proficient in data transformation and utilization to extract actionable insights.
- Communication: Demonstrates excellent verbal and written communication skills, with a strong emphasis on professional written communication. Able to engage effectively with stakeholders at all levels, communicate complex information clearly and concisely, and drive work forward asynchronously through well-articulated written updates and requests.
- Bias for Action: Highly self-motivated and collaborative, capable of unsupervised work in a fast-paced environment while managing multiple priorities and deadlines, with a strong inclination towards continuous improvement.

An ideal candidate also has:

- COPC or other industry-standard contact center quality certifications.
- Direct customer support experience, particularly with technical products.
- Previous experience in a customer-facing role (e.g., Support).
- Six Sigma project experience is a plus.

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [Confidential Information] or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individuals ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com or @us-greenhouse-mail.io. For more information regarding fraudulent employment offers, please visit our blog post here.

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