Support Quality Analyst
Samsara
CloudIoT
Job Level
Senior
Tech Stack
CloudIoT
About the role
- 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.
Requirements
- Minimum 7 years of professional experience, with at least 4 years specifically as a Quality Analyst.
- Demonstrated experience in quality assurance across diverse 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 strong professional written communication.
- Highly self-motivated and collaborative, capable of unsupervised work in a fast-paced environment while managing multiple priorities and deadlines.
