What To Expect
The Quality Assurance Analyst is a part of the Residential Technical Support team and partners with Certified Installers to improve the experience for customers (homeowners and installers). This involves reviewing performance data, identifying root causes and trends (such as training or resource gaps), developing improvement strategies, and managing change. Additional responsibilities include analysing workforce and Certified Installer performance (e.g., productivity, efficiency, and quality) and conducting audits to provide feedback to stakeholders.

The role requires a passion for driving multi-disciplinary projects and an exceptional ability to unite teams for impactful results. You must be highly detail-oriented, skilled at identifying barriers, decoupling risks from critical paths, and driving cross-functional teams to execute quickly and at high quality. You will assess project opportunities and challenges, translate complex information into clear messages, and ensure effective documentation and communication across teams.

What You'll Do

Analyse customer survey data to categorise symptoms, identify root causes and provide recommendations to enhance the overall customer experience

Liaise with global teams for categorisation of customer experience issues, including tools and methodologies for auditing feedback, contributing to training content

Perform call monitoring and assessments of the call center interactions to implement quality management processes

Review service tickets and intervene with responsible teams to ensure prompt resolution of customer escalations.

Track performance metrics and workforce productivity, prioritise critical issues, and lead continuous improvement initiatives with cross-functional teams.

Collaborate regularly with Certified Installers; conduct site visits to ensure high-quality installations for end users, understand field challenges, and drive resolutions.

What You'll Bring

Bachelor’s degree in Engineering, Business, or equivalent experience in Solar/Home Storage Installation

Proven experience in quality assurance, including conducting audits, implementing quality management processes, and driving continuous improvement in technical or customer-facing environments (e.g., energy, solar, or technical support)

Excellent analytical and problem-solving skills, with the ability to manage complex information and make data-driven decisions.

Ability to lead cross-functional projects, involving both technical and non-technical stakeholders, and drive tangible impact

Expertise in Root Cause Analysis (RCA), Six Sigma, auditing, implementing change, and change management

Highly organised, self-driven, and reliable, with strong attention to detail and follow-through on tasks; structured and professional written and verbal communication skills.

Proficiency in Excel and strong data analytics skills

Willingness and ability to travel as required

Preferred Qualifications

Technical understanding of solar systems, energy storage systems, electrical code, and electrical theory.

Experience and understanding of customer service, technical support, and engineering environments.

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