Senior Support Quality Analyst

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 Bachelor’s degree

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