Contact Center Quality Assurance Manager

Why Work at SMA America 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. The Contact Center Quality Assurance Manager is responsible for assessing, coaching, and implementing quality standards for inbound/outbound calls and written correspondence. They are responsible for establishing guidelines governing client interactions and overseeing monitoring programs to help us build a world-class client experience. 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. • Supervise 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 • An associate's degree is required. • Contact center management experience is preferred. • At least 5 years of experience in technical, managerial, or quality role is required. • Phone support experience is required. WHAT WE OFFER • Salary Range: $82,000-$85,000 per year (based on experience) • Comprehensive health, dental, and vision coverage - including $0 premium options • Hybrid Schedule: In-office Tuesdays and Thursdays; remote Mondays, Wednesdays, and Fridays • 401(k) plan with company match • Professional development and training opportunities • Inclusive, collaborative, and innovative work environment 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. 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