Quality Program Manager

About the Role

Samsara Technologies India Private Limited is looking for an experienced Quality Program Manager for the Global Customer Support organization. The QPM will partner with support leadership to develop a Service Quality program that reflects the organization's commitment to customer experience and support the broader Support organization’s strategy. You will own, manage, and continuously improve the QA program, with emphasis collaborating with our BPO partners to ensure the organization delivers exceptional customer experience.

The ideal candidate has deep expertise in quality assurance operations for technical and non-technical customer support teams, has experience managing at a global scale, and has demonstrated ability to enhance the customer experience. The role will join a team in building mode, and a successful candidate will have a strong bias for action and the ability to think big. 

The role reports to the Manager of Support Quality Programs and is part of Operations & Strategy, a team responsible for Service Excellence and Operational Excellence for Samsara Technologies India Private Limited’s global Customer Support organization.

This is a hybrid position requiring 3 days per week in our Bangalore office and 2 days working remotely.

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 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, 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-caliber team that will encourage you to do your best. 

In this role, you will own:

• Program Development: Implement and manage the content review quality program, establishing guidelines for event assessment.
• Quality Governance: Implement mechanisms to track and ensure accurate completion of program deliverables, including establishing weekly completion reports from BPO and internal partners.
• Customer Satisfaction: Develop a strong feedback loop for our BPO partners to action customer-provided feedback (e.g. CSAT) and ensure that we remedy poor customer interactions while addressing gaps in our global customer support quality and processes.
• Calibration: Establish a calibration framework that includes an audit-the-auditor(s) mechanism and live calibration sessions, to ensure consistency and address discrepancies.
• Audit Management: Develop and execute a system for selecting and auditing events, documenting and reporting findings.
• Performance Monitoring: Generate regular QA metrics reports, monitoring key performance indicators, including Coaching Compliance.
• Continuous Improvement: Regularly review and refine the program, incorporating feedback to drive improvements.
• Compliance and Documentation: Ensure adherence to guidelines, maintaining audit records according to company regulations.
• Stakeholder Collaboration: Partner with stakeholders to prioritize improvements and facilitate cross-functional collaboration.
• Systems: Manage a scalable Quality Management System (QMS) across all channels and products.
• 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:

• 7+ years professional experience, including 2+ years as a Program Manager.
• Experience with contact center QA across multiple channels.
• Proficiency in transforming and utilizing data to derive insights.
• Excellent written and verbal communication skills in English.
• 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.

An ideal candidate also has:

• COPC or other industry-standard contact center quality certifications.
• Strong understanding of industry quality standards and best practices.
• Proven experience in developing and managing quality programs.
• Experience driving a continuous improvement project (where Six Sigma or similar frameworks were utilized).
• Proven experience in any of the following - Zendesk, Jira, Slack, Salesforce, CSAT surveying (Qualtrics or Medallia), Quality Management Systems (MaestroQA, Stella, etc.)

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