Senior Support Quality Analyst
- Samsara Inc
- 7 - 12 years
- Bengaluru
- 6 days ago
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Job Description
Who we are
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 organizations 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 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 Samsara s 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 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, 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 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:
- 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality AnalystEmployement Type: Full timeContact Details:
Company: Samsara IncLocation(s): Bengaluru+ View Contact
Keyskills: Career development Data analysis Ticketing Manager Quality Assurance Customer support Business intelligence Continuous improvement Operations Monitoring Six sigma
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Samsara Inc
Samsara is the pioneer of the Connected OperationsCloud, 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.
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