Contact Center Quality Assurance Analyst

SimpliSafe is a leading innovator in the home security industry with one mission: to make every home secure.

We believe in democratizing home safety. As our co-founder Chad Laurans aptly put it, “you shouldn’t have to ask for permission to secure your home. You should be able to do it yourself.”

SimpliSafe protects over 3 million Americans and we’re growing at a rapid pace. We pride ourselves in being daring innovators, humble cooperators, and data-driven thinkers. We go wherever the best idea leads us, work selflessly to get the best outcomes for our customers, and constantly analyze & reevaluate our efforts.

SimpliSafe has a range of opportunities for like-minded individuals, from our US and UK corporate offices to our warehouses and customer service centers.

Job Description

Are you organized, analytical and enjoy spotting trends? Do you want to join a team that measures the quality and consistency of our service delivery?  Your passion for helping teams grow and coach for results will have a direct impact on our agent performance.  We are looking for a Quality Assurance Analyst that will be part of driving service excellence and creating best in class contact centers located in Richmond, VA.

WHAT YOU’LL DO:

  • Perform monitoring of agent interactions, ranging from billing questions to tech troubleshooting, to achieve targets
  • Attend and participate in calibration sessions
  • Take live calls monthly to ensure current with agent experience
  • Observe and report call center trends 
  • Gather business insights/customer feedback and report to management
  • Participate in new hire training session mock calls and assist with nesting agents

WHAT YOU’LL NEED:

  • At least 3 years experience within technical support call center environment, in a QA role a plus
  • An analytical mindset that can spot trends and identify areas of improvement
  • Strong verbal and written communication skills with attention to detail
  • Ability to be customer focused in all tasks
  • Working knowledge of MS Office/G Suite tools
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Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

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