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Job Description
A Quality Training professional responsible for ensuring quality standards, delivering coaching, and developing training programs within Samsara's global Customer Support organization to enhance customer experience and operational performance.
Key Responsibilities
- Conduct regular quality audits of support interactions to ensure adherence to standards.
- Analyze quality metrics and performance trends to identify areas for improvement.
- Lead root cause analysis for quality issues and implement corrective actions.
- Provide targeted coaching and feedback to support agents to enhance performance.
- Design, deliver, and evaluate training programs for new and existing team members.
- Identify skill gaps and deploy targeted training interventions.
- Implement refresher and reinforcement training to sustain performance.
- Introduce innovative learning methods to improve engagement and knowledge retention.
- Collaborate with leadership to align quality and training initiatives with business goals.
- Recommend process improvements, tooling, and automation to enhance efficiency and scalability.
Requirements
- 2 to 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.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Hybrid work model (in-office and remote options)
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