Sr. QA Analyst, Customer Support (Remote)

United States

Full Time Senior-level / Expert
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Matterport

Our 3D cameras and virtual tour software platform help you digitize your building, automatically create 3D tours, 4K print quality photos, schematic floor plans, OBJ files, point clouds, videos, and more.

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Matterport is leading the digital transformation of the built world.  Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible.  Millions of buildings in more than 150 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing. We’re excited to announce that Matterport is now publicly listed on NASDAQ as MTTR. It’s an exciting time to join us! Visit our Matterport Comparably Profile to learn more about working at Matterport and the awards we have won for being a Great Place to Work!

About the Role: Matterport's customer support organization plays a key role in achieving our vision. Our team is dedicated to addressing customer pain points, empowering our global user base via self-service, and optimizing customer support interactions to create an effortless experience. As a Quality Analyst on our Customer Support team, you’ll be responsible for assessing the quality of the performance of our contact center associates who work with our existing and potential customers. The QA will monitor inbound and outbound calls, emails, and chat responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to improve the overall customer experience.

What you will do

  • Evaluate support agents’ conversations (calls, emails, chat, etc) to identify areas of service delivery that did not meet performance standards
  • Help build a strong, grow-oriented team by providing timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
  • Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to up-skill team performance
  • Build and maintain QA scoring models for the customer support team and ensure proper evaluation methodology
  • Use a quality monitoring data management system to compile and monitor performance at team and individual level.
  • Work closely with the contact center vendor to build and manage the QA program.
  • Analyze all customer service metrics (e.g. CSAT, FRT, SLA) and how the support team’s performance affects those KPIs
  • Participate in calibration sessions to maintain consistency in internal evaluations

Who you are:

  • Minimum of 5-6 years of relevant experience in quality assurance role in a customer support department.
  • Excellent critical thinking, problem solving, and organizational skills.
  • Great people skills and ability to communicate (negative) feedback.
  • Motivated by Matterport’s mission to create a seamless support experience for our global customer base.
  • Problem-solving capabilities to create meaningful strategies to improve support quality.
  • Experience with high priority clients, compliance, product support, billing/payments, and other relevant operational domains
  • Fantastic communication skills in order to operate across multiple departments and stakeholders, including working across time zonesTravel requirements up to 10% to Matterport’s offices and vendor locations.
We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.
Perks & Benefits* Comprehensive health plans – 100% of premiums covered for employees. (90% of family   premiums)Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!* 401k Company ownership in the form of RSU’s Continuing Education & Commuter Benefits·        For more detail visitwww.matterport.com/careers * Medical and retirement benefits vary by Country 
Belief in Diversity At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities ActFor more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy  


For more information regarding how Matterport collects and uses personal information, please review our Privacy Policies. https://matterport.com/privacy-policy
Job region(s): North America
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