Senior Quality Assurance Analyst

Tesla Energy’s residential remote services organisation operates and maintains deployed assets across the EMEA region, supporting the Tesla Energy residential product line. The mission of the organisation is to maximize fleet health and delight our customers while minimising the cost of maintaining the fleet.

The Quality Assurance Analyst supports the voice of the customer in the residential organisation. This includes reviewing customer surveys, sorting and prioritizing escalations, and auditing customer interactions across, Technical Support, Customer Support, and other functions. The Quality Assurance Analyst will be responsible for reviewing primary information, categorising symptoms & root causes, and recommending mitigations or solutions

• Review customer surveys to categorise observed symptoms, identify root causes, and recommend suggested changes to improve customer experience.
• Perform call monitoring and assessment of call center interactions. Offer suggestions for process improvement to foster exceptional customer experience.
• Assess whether sample interactions or escalations follow standard operations procedures. Provide feedback to agents.
• Review ageing service tickets and intervene with responsible teams to ensure customer issues are resolved in a timely fashion.
• Evaluate system performance based on telemetry signals to confirm whether operations are as expected.
• Track performance metrics, prioritise top issues and drive continuous improvement activities with cross-functional teams.
• Analyse data to generate valuable insights and recommendations to stakeholders.
• Team development such as organising trainings and sharing insight from any recent changes.
• Summarising and presenting results and suggestions to leadership.