QA Analyst - Monitoring

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

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

What You’ll Bring

• An analytical mindset that can spot trends and identify areas of improvement
• Excellent verbal and written communication skills with attention to detail
• Ability to be customer focused in all tasks
• Strong working knowledge of MS Office/G Suite tools
• Understanding of working in a SAAS and/or subscription based revenue model
• Passion for our mission of Every Home Secure
• Excellent multitasking and organizational skills
• Professional, positive, confident, and enthusiastic demeanor
• The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
• Strong work ethic with the drive to contribute to company goals
• Ability to prioritize in a fast-paced environment and excellent time management skills 
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Proven record of outstanding attendance and timeliness in a structured environment

Requirements for the Position

• Ability to be 100% onsite 
• Ability to pass multiple state licensing background checks and monitoring related exams

Must clear background checks to meet state central station operator licensing requirements in multiple states, requiring the ability to pass state and national background checks by having no criminal convictions, guilty or nolo contendere pleas back to age 18 (including convictions that have been sealed or expunged). These state law background check requirements typically apply to the following types of offenses: felonies, class 1 or class A misdemeanors (as these are commonly referred to in many state statutes, but this may vary from state to state), offenses involving theft, sexual offenses, violence, dishonesty or crimes against a person.

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 - Ability to adapt to constant change by working with agility and efficiency to experiment in an often-ambiguous environment.

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Last updated on Jul 30, 2024