Senior Quality Assurance Analyst

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 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 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
• Bachelor’s degree

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