Quality Assurance Analyst - Monitoring

Being safe should be simple. And it is for more than 3 million people, thanks to SimpliSafe. Over the last decade, we’ve transformed home security from an outdated, intimidating industry to something smart, radically approachable and impeccably engineered. We’ve taken on the entrenched industry giants, and we’re winning. CNET named SimpliSafe their Editors’ Choice. And PC Magazine awarded us both Editors’ Choice and Readers’ Choice.

Even as the fastest-growing security company in the country, we retain our small-company ethos: no-ego, hard-working collaborative teams tackling complex projects head-on. We strive to create an inspiring and innovative workplace, and it hasn’t gone unnoticed. SimpliSafe recently landed on both Built In Boston’s “Best Places to Work in 2019” and Wealthfront’s “2019 Career Launching Companies” lists.

We believe home should be safe. For everyone. And we have the big ideas and brilliant minds to make it happen. We’re changing how people think of home security, one home at a time. We’re revolutionizing an outdated industry that alienated homeowners with contracts that value profit over protection. And we’re proving that, yes, you can get extraordinary home security at an extraordinarily fair and honest price. For the first time ever, home security really feels like home.

And the next challenge we're tackling is the critical alarm moment by launching our own Monitoring Central Station in Richmond. We are looking to transform the relationship between alarm companies, consumers, and the entire alarm response ecosystem -- and are seeking candidates to help us execute that transformation.

To support our soon to be open internal monitoring center in Richmond, VA, SimpliSafe is looking for Quality Assurance Analysts to help drive service excellence and create best in class monitoring experiences for our customers.

What You’ll Do:

Are you customer obsessed, organized, analytical and enjoy spotting trends?  Do you want to join a team that measures the quality, accuracy and consistency of our monitoring delivery?  Your passion for helping teams grow and coach for results will have a direct impact on our dispatchers ability to help customers experiencing real life alarm events.

The perfect candidate will be a self-starter tasked with performing the monitoring of dispatcher/customer interactions with the goal of achieving targets and providing insights back to the monitoring organization.

From attending and participating in calibration sessions, to observing and reporting back key trends, to participating in new hire/up-skilling training sessions to the roll out of new products and processes, your work will be key in making sure our team of dispatchers are ready to handle real life alarm events and guide our customers.

Prior experience in alarm monitoring / dispatching or a similar business model is preferred.

What You’ll Bring:

  • Three years of experience in a QA or frontline customer facing role, preferably working with dispatchers or directly handing alarm events 
  • 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
  • Excellent communication skills
  • Understanding of working in a SAAS and/or subscription based revenue model
  • Passion for our mission of Every Home Secure
  • Strong multitasking and organizational skills
  • Professional, confident, and enthusiastic demeanor

What Values You’ll Share:

  • Customer Obsessed - Building deep empathy for customers and developing strong relationships with them.
  • Aim High - Always challenging oneself and others to raise the bar. 
  • No Ego - “no job too small” attitude, and open, inclusive and humble style.
  • One Team - highly collaborative approach to achieving success.
  • Lift As We Climb - A track record of investing in yourself and helping others succeed.
  • Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

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.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact people.operations@simplisafe.com.

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