Sr. Quality Assurance Analyst, Service Support Operations

3 weeks ago

Plymouth, United States Rivian Full time
About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

We are seeking a detail-oriented Senior Quality Assurance Analyst with a strong focus on data analytics to join our team. As a key member of Service Support Operations, you will be responsible for ensuring the quality and consistency of Service Support across all processes and communication channels. In this role, you will be driving quality improvements within Service Support Operations through analyzing data, identifying trends, and providing actionable recommendations based on your findings.

Responsibilities

  • As a Senior Quality Assurance Analyst for Service Support Operations, you will continue to develop the quality program and provide feedback for process improvements within the SSO.
  • This role will require exceptional cross-functional interaction, a dynamic and resourceful individual with sharp attention to detail, and experience in taking an analytical approach to problem identification and problem solving.
  • Support leadership by providing multi-channel quality reviews (Phone, Chat, Ticket, SMS).
  • Analyze datasets to identify quality trends and areas of improvement within SSO processes.
  • Create dashboards and reports to track Service Support Operations and agent performance KPIs.
  • Provide accurate and timely reports on Service Support Operations key performance indicators (KPIs) to leadership.
  • Execute weekly reviews to identify opportunities and best practices within the Service Support Operations Center.
  • Maintain quality assurance procedures, guidelines, and documentation.
Qualifications
  • 3+ years of experience in quality analysis, data analytics or related competencies.
  • Bachelor's Degree preferred
  • Proficiency in data analysis tools (SQL, Python, R, or similar.).
  • Experience with data visualization tools (Tableau, Power BI, or similar).
  • Previous experience in training or coaching contact center agents.
  • To be flexible, dependable, organized, proactive in initiating continuous improvement and have an ability to prioritize strategically.
  • Proficiency with Google Workspace (Docs, Sheets, Slides).
  • Ability to expertly document, track, and report on program status.
  • Ability to deliver updates to leadership with exceptional business acumen.
  • Experience working with technical specialists and customer service professionals.
  • Strong communication skills - clear, precise, and to the point with an ability to speak clearly.
  • Listens and asks for clarification as needed.


Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes ("Candidate Personal Data"). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

Please see our Candidate Data Privacy Notice for more information.

Please note that we are currently not accepting applications from third party application services.

To any candidates interested in a position with Rivian, please be aware of recruiting phishing scams impersonating Rivian. As a general practice, Rivian recruiting does not conduct interviews or communicate with candidates over Microsoft Teams.

Please visit Rivian's Careers page for career opportunities at Rivian. If you believe you may have been a victim of identity theft because of the phishing scam impersonating Rivian, please go to www.IdentityTheft.gov where you can report and recover from identity theft. For more information about recommended computer security practices, please go to resources on the FTC's consumer information site where you can learn how to protect yourselves online and avoid phishing attacks.

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