Executive Assistant
Claroty
CloudIoT
Job Level
Mid-LevelSenior
Tech Stack
CloudIoT
About the role
- Partner with support leadership on quality initiatives to reflect commitment to customer experience
- Support Operations and Service Delivery teams, providing feedback and business intelligence to drive improvements
- Evaluate customer interactions (phone and ticketing) to assess performance and identify trends
- Analyze quality data, drive investigative projects, and provide data-driven insights 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 and embed Samsara’s cultural principles as the team scales globally
- Report to the Manager of Support Quality Programs as part of Operations & Strategy
- Hybrid role: 2 days per week in Bangalore office and 3 days remote; work in IST time zone
Requirements
- Minimum 5 years of professional experience, with at least 3 years specifically as a Quality Analyst
- Demonstrated experience in quality assurance across contact center channels including phone, email, and chat
- Proficient in data transformation and utilization to extract actionable insights
- Excellent verbal and written communication skills, with emphasis on professional written communication
- Highly self-motivated, collaborative, and capable of unsupervised work in a fast-paced environment
- Ability to manage multiple priorities and deadlines with a bias for continuous improvement
- Experience with Excel and Google Sheets for analysis
- Working hours in IST time zone
- COPC or other contact center quality certifications (preferred)
- Direct customer support experience, particularly with technical products (preferred)
- Six Sigma project experience (plus)
