Senior Support Quality Analyst

About the role:

Samsara is seeking a Quality & Training professional to support the Global Customer Support organization by driving excellence across quality, coaching, and learning initiatives. This role will partner closely with Support leadership, Operations, and Service Delivery teams to ensure quality programs align with the organization’s commitment to customer experience and operational strategy. You will conduct quality audits, analyze performance trends, and translate insights into targeted coaching and training interventions that directly impact customer outcomes.

The ideal candidate brings experience across quality assurance and training functions, with a strong ability to deep dive into data to identify performance gaps and opportunities for improvement. This role will help build scalable quality and training frameworks, introduce innovative learning approaches, and foster a sustainable culture of continuous improvement and accountability. The position reports into the Quality & Training leadership team within Operations & Strategy, which is responsible for driving service excellence and process maturity across Samsara’s global Customer Support organization.

This is a hybrid position requiring you to work from our Bengaluru office. 

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 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: 

Quality Management

• Execute regular quality audits, including call, email monitoring, and data annotation reviews, to ensure adherence to defined standards.
• Analyze quality metrics and performance trends, translating findings into actionable insights for stakeholders.
  Lead root cause analysis for quality gaps and drive corrective and preventive action plans.
• Deliver targeted coaching and structured feedback to assigned agents to improve accuracy, consistency, and customer outcomes.

Training & Development

• Design, deliver, and evaluate training programs for new hires and existing team members.
  Partner closely with Operations to identify skill gaps and deploy targeted training interventions.
• Implement refresher and reinforcement training to sustain performance and minimize recurring errors.
  Measure training effectiveness through post-training assessments, performance uplift, and qualitative feedback.
  Introduce innovative learning approaches such as e-learning modules, role plays, simulations, and scenario-based learning to enhance engagement and retention.

Continuous Improvement

• Collaborate with leadership to align quality and training initiatives with broader business and operational goals.
• Benchmark internal practices against industry standards and best practices to ensure competitive quality maturity.
• Recommend process enhancements, tooling optimizations, and automation opportunities to drive efficiency and scalability.
• Champion a culture of continuous learning, accountability, and customer-centric decision-making across teams.

Minimum requirements for the role:

• 2–3 years of experience in a Quality, Training, or Performance Excellence function.
• Strong understanding of quality frameworks, training methodologies, and coaching models.
• Demonstrated ability to design and deliver high-impact training programs.
• Excellent analytical, communication, and stakeholder management capabilities.
  Hands-on exposure to LMS platforms, e-learning tools, and emerging AI-driven training solutions.

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