Support Quality Analyst

**Who we are**Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.**About the role**:Samsara is looking for an experienced Quality Assurance professional for the Global Customer Support organization. The Quality Analyst will partner with support 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 Operations and Service Delivery teams, providing feedback and business intelligence to drive improvements to the customer experience.**This is a hybrid position requiring you to work from our Mexico City office. You must reside within a 1.5-hour commuting distance from the office.**- **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 and 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, bold 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-caliber team that will encourage you to do your best.**In this role, you will**:- **Evaluate** customer interactions (phone and ticketing) to assess performance and identify trends.- **Analyze** quality data, drive investigative projects, and provide data-driven insights to Support Managers using tools such as Excel and Google Sheets.- **Design** and maintain agile interaction monitoring forms to collect targeted qualitative insights.- **Collaborate** with internal teams to enhance processes, procedures, and training based on quality findings.- **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**:- **Professional Experience**: Minimum 5 years of professional experience, with at least 3 years specifically as a Quality Analyst in a customer service (CX) setting.- **Data Analysis**: Proficient in data transformation and utilization to extract actionable insights.- **Communication**: Demonstrates excellent verbal and written communication skills, with a strong emphasis on professional written communication. Able to engage effectively with stakeholders at all levels, communicate complex information clearly and concisely, and drive work forward asynchronously through well-articulated written updates and requests.- **Bias for Action**: Highly self-motivated and collaborative, capable of unsupervised work in a fast-paced environment while managing multiple priorities and deadlines, with a strong inclination towards continuous improvement.- COPC or other industry-standard contact center quality certifications.- Direct customer support experience, particularly with technical products.- Previous experience in a customer-facing role (e.g., Support).- Six Sigma project experience is a plus.At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where peopl