Senior Quality Assurance Analyst

Samsara; Canada; Remote; CAD 69,000 - 91,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen erfahrenen Qualitätsanalysten, um die Qualität der Kundeninteraktionen in einem dynamischen Umfeld zu verbessern. In dieser Rolle werden Sie eng mit den Führungskräften der Finanzabteilung zusammenarbeiten, um Prozesse zu optimieren und datengestützte Einblicke zu liefern, die die Kundenerfahrung erheblich verbessern. Diese spannende Position bietet Ihnen die Möglichkeit, in einem Team zu arbeiten, das die Zukunft der physischen Betriebsabläufe gestaltet und gleichzeitig eine Kultur der kontinuierlichen Verbesserung fördert. Wenn Sie eine Leidenschaft für Qualitätssicherung haben und einen echten Einfluss auf die Branche ausüben möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Flexible Arbeitszeiten

Gesundheitsleistungen

Mitarbeiter-led Charity Fund

Remote Work Unterstützung

Qualifications

• Mindestens 4 Jahre Erfahrung, davon 3 Jahre als Qualitätsanalyst.
• Erfahrung mit QA im Kontaktzentrum über mehrere Kanäle.

Responsibilities

• Überprüfung von Netsuite-Transaktionen und Zendesk-Tickets zur Leistungsbewertung.
• Entwicklung von Monitoring-Formularen zur Sammlung qualitativer Einblicke.

Skills

Qualitätsanalyse

Datenanalyse

Kommunikationsfähigkeiten

Zusammenarbeit

Selbstmotivation

Education

Bachelorabschluss oder gleichwertig

Tools

Netsuite

Zendesk

Excel

Google Sheets

Job description

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, 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. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

Samsara is looking for an experienced Quality Assurance analyst for the Finance Operations organization, supporting the wider accounting org. The Quality Analyst will partner with finance and accounting leadership on quality initiatives that reflect the organization's commitment to customer experience and support the broader Support organization’s strategy. You will support the Billing and Invoicing 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, has experience deep diving into data to identify opportunities that will have a direct impact on the customer experience. The role will join a team in building mode, and a successful candidate will help create a sustainable quality culture. The role reports to the Senior Program Manager of Finance Operations and is part of the Accounting organization.

This is a remote positionopen to candidates residing in Canada. Relocation assistance will not be provided for this role.

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, 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, ambitious 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-calibre team that will encourage you to do your best.

In this role, you will:

• 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

Minimum requirements for the role:

• 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

An ideal candidate also has:

• COPC or other industry-standard contact center quality certifications
• Experience and familiarity with finance and accounting, particularly billing and invoicing
• Prior experience in support or a similar customer-facing role
• Six Sigma project experience is helpful

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.

$69,700 — $90,200 CAD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at ourBenefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [e-mail] or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here .

Samsara's Mission

Improve the safety, efficiency, and sustainability of the operations that power the global economy.