Quality Assurance Supervisor - 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. 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 we protect. We don’t just want you to work here; we want you to grow and thrive here.

Our customers are protected by live professional monitoring agents - real people who always have their back. Our professional monitoring center is open and delivers fast emergency response 24/7, and our quality assurance team is expected to work fully onsite using our advanced technology to keep our customers’ homes secure.

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 disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You'll Do 

SimpliSafe believes that through a combination of purposeful technology and an empathetic human touch, we enable customers to not only be safe, but feel safe as well. We're looking for a values-driven leader to oversee our QA Analyst team as that evaluates calls from Monitoring Experience Specialists delivering vital security and life-saving support to our increasing number of subscribers.

As the QA Supervisor, you will lead the QA team's daily activities and conduct routine business reviews to assess the Monitoring department’s performance. You will be a key driver in the continuous improvement of our QA program, collaborating with leaders across Monitoring to implement positive changes. We're looking for a self-motivated and experienced contact center leader with a successful track record of managing high-performing teams. The ideal candidate will also bring expertise in capturing customer insights, identifying trends and service issues, and translating these into effective training and coaching initiatives that improve specialist performance through cross-functional collaboration.

Prior experience in alarm monitoring/dispatching or a similar business model and/or experience leading QA functions for a contact center is preferred.

Primary Responsibilities Include

• Set QA team goals that align with SimpliSafe’s company plan and vision to provide world-class monitoring service to meet and exceed UL Certification for Monitoring Center Operations at the site
• Monitor QA team performance and productivity to provide constructive feedback and coaching to ensure production goals are met
• Build strong working relationships through regular communication with Training, Instructional Designers, and Monitoring Operations leadership
• Identify and recommend measures that motivate specialists to maintain or improve performance and efficiency
• Uphold standards and expectations through SimpliSafe’s established processes
• Lead calibration sessions that may include both SimpliSafe attendees and external vendors
• Use technology responsibly to identify efficiencies, customer sentiment, and training opportunities
• Contribute to the creation, implementation, and integrity of new processes, quality standards, and performance expectations for customer-facing monitoring specialists
• Leverage data analytics resources to track performance trends, create reports, and proactively provide feedback to leadership
• Utilize business acumen to handle multiple strategic and operational projects

What You'll Need 

• Ability to pass multiple state licensing background checks and monitoring-related exams
• Preferred 4+ years of relevant experience, including leading customer-facing and/or QA teams at a customer-centric organization (experience in contact center and/or SAAS environments is a plus)
• Proven ability to build, nurture, and iterate programs that measure both specialist performance and Enablement effectiveness to gather business insights and track trends
• Excellent problem-solving and analytical skills with a bias toward action and communication
• Comfort working with large quantities of data, including synthesizing information and prioritizing key findings
• Willingness to embrace ambiguity and the opportunity to build
• Passion for our mission of Every Home Secure
• Professional, confident, positive, and solution-oriented demeanor with an ownership mindset
• Strong interpersonal skills, with the ability to work collaboratively, build relationships and trust across teams 
• Experience and proficiency with analytical software (Tableau or similar) and the Google Suite
• Ability to prioritize and propose trade-offs in a fast-paced environment

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive, and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home. 
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

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. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.