Senior Quality Assurance Analyst

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Quality Assurance Analyst in the Finance Operations organization. You will partner with finance and accounting leadership on quality initiatives, focusing on customer experience and supporting the broader Support organization’s strategy. This role involves reviewing Netsuite transactions and Zendesk tickets to assess performance trends, tracking key metrics, and contributing to the design of interaction monitoring forms. You will leverage data analysis skills to deliver insights and collaborate on process improvements. This remote position, open to Canadian residents, offers the opportunity to impact global industries and contribute to a sustainable quality culture. The role reports to the Senior Program Manager of Finance Operations and is part of the Accounting organization.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Health benefits
• Samsara for Good charity fund
• Employee-led remote and flexible working