Quality and Service Performance Analyst

Navien; Irvine (CA); On-site; USD 37,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Life Insurance

401K with match

Employee discounts

Paid holidays

Flex spending

Volunteer day

Monday lunches

Job summary

Navien Irvine, CA seeks a Quality & Service Performance Analyst to monitor and improve Technical Support call performance with a focus on quality assurance. The role requires strong communication, autonomy, and attention to technical details under QA leadership.

Responsibilities include reporting on call quality, tracking improvements, analyzing product quality metrics, and ensuring CIC interface effectiveness. This is a full-time role offering competitive hourly pay and benefits.

Qualifications

• Four-year degree from an accredited college/university required (preferred Communications or STEM).
• Advanced in Microsoft Office, specifically Excel and PowerPoint.
• Excellent organizational and time-management skills; able to manage productivity goals and quality standards.
• Strong attention to detail and effective communication.

Responsibilities

• Create, manage, and share performance reports on technical support calls.
• Review calls related to product quality and monitor key performance indicators.
• Identify issues and communicate performance discrepancies to management in a timely manner.
• Track all performance improvements and follow up with technicians for feedback.

Skills

Excel

PowerPoint

Attention to detail

Time management

Organizational skills

Quality standards

Education

Four-year degree

Tools

CIC

SAP

Job description

Position:Quality and Service Performance Analyst

Location: Irvine, CA

Job Id:715

# of Openings:1

Quality and Service Performance Analyst- NEW POSITION DUE TO GROWTH!

Quality Assurance

Irvine, CA

Full-Time

WHAT WE ARE LOOKING FOR

The Quality & Service Performance Analyst is responsible for monitoring and improving performance of Technical Support calls. This position will have an emphasis on quality assurance ensuring excellence and reliability on technical support calls. The ideal candidate for the Quality & Service Performance Analyst position should have and demonstrate a strong team ethic and the ability to work autonomously under their own initiative, while taking direction from Quality Assurance leadership. The post holder should have experience with good communication skills and an aptitude for attention to technical details.

Responsibilities:

• Create, manage, and share performance reports on technical support calls
  • Review calls received by Tech Support related to product quality
  • Monitor key performance indicators
  • Communicate performance issues or discrepancies to management in a timely manner
  • Track all performance improvements
  • Follow up with technicians to collect feedback
  • Identify performance improvement indicators and provide guidelines to Technical Support
• Monitor and analyze product quality metrics to identify defect and warranty claim trends by product and model, as well as recurring issues, and share findings with relevant teams to support improvement initiatives.
• Identify issues with Customer Interaction Center (CIC) interface and develop actions for improvement
• Test integrity of CIC system effectiveness
• Validate service part availability for warranty services

Requirements:

• Four-year degree from an accredited college/university required. Prefer degree in Communications or STEM focused degree
• Advanced in Microsoft Office, specifically Excel and PowerPoint
• Extensive organizational skills, be able to prioritize tasks
• Effective time management and organizational skills
• Able to manage productivity goals and quality standards
• Excellent attention to detail

Preferred Qualifications:

• Proficiency with CIC and SAP systems is highly preferred
• Technical knowledge of water heaters, boilers, and HVAC products
• Ambition to grow and take on new assignments/skills as needed
• Collaborate effectively within the department and cross-functionally

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.

Pay Scale:$27.00-$28.00per hour (DOE) plus annual bonus opportunity!

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 11.5 Paid Holidays per calendar year
• Paid Community Involvement Volunteer Day
• 401K Plan, 100% match on employee’s contribution, up to5%
• Employee discounts on Navien products
• Discounted Tickets-hotels, amusement parks, sports events

Life Style Spending Account: You choose-- gas, pet care, financial advisor, gym membership

Monday Lunches

Since 2006, Navien, Inc. has rapidly emerged as one of the fastest-growing companies in the home comfort sector across North America. A leader in condensing technology, Navien has revolutionized the industry with its line of high-efficiency condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024, Navien was recognized as the number one selling manufacturer of gas tankless water heaters and wall-hung boilers in North America.

Expanding its offerings, Navien now boasts a full line of HVAC products, including the innovative NPF Hydro-furnace. Additionally, Navien has ventured into the heat pump water heater market, further solidifying its commitment to sustainable and energy-efficient solutions for home comfort.

Navien’s international reputation is built on sophisticated engineering, robust design, and a steadfast commitment to quality. Backed by over 40 years of advanced technology expertise from its parent company, KD Navien, the company continues to push boundaries in product development. Navien products are available across the United States and Canada through a select network of trusted wholesale distributors.

Navien Inc. is an Equal Opportunity Employer