Senior Customer Success Quality Analyst
S
SamsaraSaaS
Canada, EST, PSTFull-TimeSenior
Salary94350 - 122100 CAD per year
Job Details
- Languages
- English
- Experience
- 4+ years
- Required Skills
- Project ManagementBusiness IntelligenceData AnalysisTableauQuality AssuranceCustomer Success
Requirements
- 4+ years of Sales, Enablement, Operations, Quality, Management Consulting, or Program Management experience, ideally in a SaaS environment or fast-paced IT consulting role.
- Proven track record launching transformational quality projects that measurably increase team productivity and customer outcomes.
- Ability to ramp up quickly on business priorities and derive insights from data.
- Excel at building trust and communicating effectively with a wide variety of stakeholders, including account reps, managers, and technical roles.
- Poise under pressure when working through issues in a fast-paced environment.
- Strong attention to detail and a knack for process improvement and documentation.
- Experience working with Gong and/or Salesforce.
- Project management or industry certifications, e.g., COPC, PMP.
Responsibilities
- Utilize best practices and tools to ensure high standards of service in customer interactions.
- Monitor interactions across business lines to assess engagement quality and process compliance.
- Implement mechanisms to track and ensure compliance with quality process requirements, call scoring, and calibration.
- Drive investigative projects to improve behaviors, processes, tools, training, and outcomes.
- Collaborate across Sales and Sales Operations stakeholders to implement and ensure accountability in quality programs.
- Leverage Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools to analyze data and derive actionable insights.
- Deliver data-driven insights on the quality of sales team engagements.
- Champion, role model, and embed Samsara’s cultural principles.
