Support Quality Manager Deal Support

Samsara; Xico; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading technology firm in Mexico is seeking an experienced Support Quality Manager to enhance operational excellence in their Deal Support organization. Candidates will oversee quality programs, analyze processes, and collaborate with various teams. Ideal applicants have a strong background in quality assurance and excellent analytical skills, contributing to continuous improvement across deal lifecycle processes.

Formación

• 3-5 years of experience in quality assurance or process improvement.
• Experience designing quality assurance rubrics or scorecards.
• Strong skills in root cause analysis and identifying error trends.

Responsabilidades

• Observe and audit deal-related interactions and workflows.
• Utilize best practices to ensure service accuracy.
• Analyze quality data and track metrics for insights.

Conocimientos

Attention to detail

Analytical skills

Quality assurance operations

Communication skills

Herramientas

Excel

Google Sheets

Salesforce

Descripción del empleo

About the role

Samsara is looking for an experienced Support Quality Manager to play a pivotal role in ensuring operational excellence across our Deal Support (Deal Execution Deal Strategy) organization. The Support Quality Manager will partner with leadership to build implement and maintain a quality program that supports the accuracy efficiency and consistency of our deal lifecycle processes. You will be responsible for providing feedback and business intelligence to drive continuous improvement and mitigate risk.

The ideal candidate has expertise in quality assurance operations a keen eye for detail and experience analyzing data to identify opportunities that have a direct impact on business outcomes. This role will join a team in building mode and a successful candidate will have a strong bias for action and help create a sustainable quality culture.

This is a remote position open to candidates residing in Mexico.

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 wont 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.

You have an innate curiosity about how businesses work

You will learn the ins and outs of complex sales processes and go‑to‑market operations and youll be energized by finding ways to make them more efficient.

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.

You are a team player

At Samsara we help each other out by sharing best practices and focusing on winning as a team.

In this role you will

Process Auditing

Observe and audit deal‑related interactions and workflows across various internal systems to assess performance adherence to policy and identify trends.

Quality Assurance & Coaching

Utilize best practices and a standardized rubric to ensure the highest standards of accuracy and service are being delivered. Design and support a coaching framework that enables managers to deliver impactful feedback to their teams.

Insight & Analysis

Leverage Excel Google Sheets and similar tools to analyze quality data track metrics and derive actionable insights. Deliver data‑driven recommendations on service and process quality to Deal Support leadership.

Program Support

Support the Deal Support Quality Program through targeted auditing designing agile monitoring forms to collect qualitative insights and leading investigative projects that identify opportunities to improve behaviors processes and tools.

Collaboration

Work collaboratively with cross‑functional partners in Sales Sales Operations and Systems teams to improve processes and achieve consistent outcomes for quality initiatives.

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

• 3-5 years of experience in a quality assurance process improvement or operations role with at least 2 years directly focused on executing quality programs.
• Demonstrated experience in designing and using quality assurance rubrics or scorecards to perform audits and provide structured feedback.
• Strong analytical skills with proficiency in root cause analysis identifying error trends and using data to tell a story about process performance.
• Excellent written and verbal communication skills with an ability to deliver constructive feedback and present findings clearly to stakeholders.
• A meticulous attention to detail and a passion for continuous process improvement.
• Ability to work independently in a dynamic and fast‑paced environment.

An ideal candidate also has

• Industry‑standard quality or process improvement certifications (e.g. COPC Six Sigma ASQ).
• Experience incorporating stakeholder feedback (like CSAT or internal surveys) into the quality improvement process.
• Experience facilitating calibration sessions with stakeholders to ensure scoring consistency and alignment.
• Experience with software used for quality assurance tracking and reporting.
• Familiarity with the sales deal lifecycle or a business operations environment is a strong plus.
• Experience with Salesforce is preferred but not required.

Required Experience

Manager