Senior Quality Assurance Analyst

Samsara; Vancouver; Remote; CAD 60,000 - 90,000; Full time

Job summary

Samsara is seeking a Quality Assurance Analyst to enhance the Finance Operations team. This remote position requires expertise in quality assurance for customer support, focusing on improving customer experience and operational efficiency. Ideal candidates should possess substantial experience in QA, strong analytical skills, and a collaborative mindset to thrive in a dynamic environment.

Benefits

Career development opportunities

Supportive team environment

Flexibility to work from anywhere within Canada

Qualifications

• 4 years professional experience including 3 years as a Quality Analyst.
• Experience with contact center QA across multiple channels.
• Excellent written and verbal communication skills.

Responsibilities

• Review Netsuite transactions and Zendesk tickets to assess performance trends.
• Track QA metrics and contribute to monitoring forms design.
• Deliver data-driven insights on service quality to managers.

Skills

Quality Assurance

Test Cases

Agile

Software Testing

System Testing

Test Automation

Communication

Collaboration

Tools

Jira

TFS

Excel

Google Sheets

cGMP

Job description

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 organizations commitment to customer experience and support the broader Support organizations 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 nontechnical 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 position open 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 realworld impacthelping 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 wont 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.
• Youre 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 highcalibre 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 datadriven insights on service quality to managers
• Work collaboratively to improve team processes and achieve consistent outcomes for QA projects
• Champion role model and embed Samsaras 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 selfmotivation 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 industrystandard contact center quality certifications
• Experience and familiarity with finance and accounting particularly billing and invoicing
• Prior experience in support or a similar customerfacing role
• Six Sigma project experience is helpful

Required Experience :

Senior IC

Key Skills

Test Cases,Quality Assurance,Agile,Waterfall,TFS,Jira,Software Testing,System Testing,Test Automation,cGMP,SDLC,Selenium

Employment Type : Full Time

Experience : years

Vacancy : 1

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