Contact Center Quality Assurance Manager

Contact Center Quality Assurance Manager

At SMA America, we believe in Energy that Changes. Since 1981, we've been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems all while pushing the boundaries of what's possible in clean energy. But we're not just transforming power we're empowering people. We've built a culture where bold ideas are welcomed, collaboration is second nature, and your career growth truly matters. With our Rocklin, CA headquarters as the hub, we offer a hybrid work model, competitive benefits, and a team-driven environment where your impact is seen and felt. Whether you're a sales expert, service pro, or engineering innovator, if you're ready to join a purpose-driven team committed to shaping the future of energy we'd love to meet you.

Primary Duties

• Provides consistent assessments to help identify the team's development and training needs and offering suggestions for individual action plans.
• Develops and provides metrics for reporting and improving departmental productivity and quality.
• Analyzes and presents actionable plans for key metrics around quality within the Contact Center department.
• Supervises the day-to-day activities of the Contact Center to identify process adherence and technical knowledge retention.
• Requires consistent record in the setup, execution, and management of quality programs.
• Perform call listening and call quality audits to advise the leadership team of thematic opportunities.
• Monitors compliance against process and quality improvement plans through routine and focused audits.
• Provides a monthly executive-level summary of results from audits including action plans to elevate performance.
• Maintains a quality dashboard for each Technical Service Representative.
• Continually works to assess needs and recommend training solutions that can be integrated into existing training modules or in the development of new modules.
• Identifies quality and performance trends and communicates to Supervisors and Technical Trainer and identifies optimization opportunities.
• Demonstrates a comprehensive understanding of the Contact Center's overall suite of services, operating platform(s), and strategic initiative.
• Leads to improve upon all metrics for the Contact Center as a whole and individually through QA process.
• Documents results of audits for review and follow up.
• Serves as a role model and mentor to Contact Center employees.
• Other duties may be required or assigned.

Required Training

What We Offer

Our EEO Policy

We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one's race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV / Aids), medical condition (cancer, genetic characteristics), veteran's status, sexual orientation, or any other consideration made unlawful by law. In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.

Our Privacy Policy

During your job application or recruitment process with us : (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA's staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, SMA may retain your application for internal records or for future recruitment purposes.

If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the "CCPA"). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information.

If you have any question regarding our privacy policy, please contact us at US_DataPrivacy@sma-america.com