Tesla

What to Expect

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

What You’ll Do

• 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.

What You’ll Bring

• Minimum of two years of work experience in a fast paced, detail orientated, and team environment.
• Demonstrated experience in project coordination with multiple cross-functional teams.
• Must be able to maintain a high degree of personal integrity, confidentiality, and professionalism while working with privileged and sensitive information.
• Professional demeanor, strong communication (verbal & writing), and presentation skills.
• Proficiency in Microsoft Outlook, PowerPoint, Excel, and Jira
• Problem solver with a talent for approaching complex challenges with a positive outlook.
• Display a clear sense of priority and achieving quality work with short deadlines.
• Analytical mindset in identifying areas of improvement to ensure best allocation of corrective actions.

Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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