Senior Support Quality Analyst

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Requirements:

• 4+ 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

Responsibilities:

• Review Netsuite transactions and Zendesk tickets, emails and phone interactions across various lines of business to assess performance trends
• Track metrics such as QA variance, roster achievement goals, and review reporting
• Contribute to designing agile and focused interaction monitoring forms to collect qualitative insights
• Participate in 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 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