Quality and Service Performance Analyst

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

Benefits offered by this job

401K Plan

Employee discounts on Navien products

On site EV Chargers

Health benefits: PPO Medical, Dental,

Paid holidays

Job summary

Navien, Inc. is seeking a Quality and Service Performance Analyst in Irvine, CA to monitor and improve the performance of Technical Support calls.

This full-time role emphasizes quality assurance and reliable service, with collaboration across the QA leadership and cross-functional teams. The ideal candidate will have a four-year degree, strong MS Office skills (Excel, PowerPoint), attention to detail, and the ability to work autonomously.

Qualifications

• Four-year degree required from an accredited college/university.
• Advanced in Microsoft Office, specifically Excel and PowerPoint.
• Excellent attention to detail and strong organizational skills.
• Ability to work autonomously and manage competing priorities.

Responsibilities

• Create, manage, and share performance reports on technical support calls.
• Review calls related to product quality and monitor key performance indicators.
• Communicate performance issues to management promptly and track improvements.
• Follow up with technicians to collect feedback and implement guidelines.
• Monitor product quality metrics to identify defect trends and share findings with relevant teams.
• Identify CIC interface issues and develop actionable improvement plans.

Skills

Excellent attention to detail

Effective time management

Strong organizational skills

Autonomous work style

Education

Four-year degree from an accredited college/university

Preferred Communications or STEM focus

Tools

Excel

PowerPoint

CIC systems

SAP systems

Job description

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

Quality Assurance

Irvine, CA

Full-Time

• Support quality & service improvement projects

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
• Support quality & service improvement projects
  • 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-$28.00 per hour (DOE) plus annual bonus opportunity!

Benefits

• 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 to 5%
• Employee discounts on Navien products
• Discounted Tickets-hotels, amusement parks, sports events
• On site EV Chargers
• Life Style Spending Account: You choose-- gas, pet care, financial advisor, gym membership
• Tech Stipend
• Monday Lunches

About Navien, Inc.

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. The company is also making strides in the water treatment space with cutting-edge scale prevention systems and whole-house filtration solutions.

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