IT Quality Assurance Director jobs in Roanoke, VA

About GridPoint:

GridPoint is a smart building technology leader with a mission focused on enabling the world’s transition to an efficient and sustainable future through smart, grid-connected buildings. Our hardware-enabled subscription offerings bridge the gap between commercial businesses, utilities, and technology partners to support grid modernization and bring outdated energy infrastructure to the 21st century. Powered by the best data, our platform is designed to identify best-fit energy strategies, reduce waste, and make buildings smarter through controls, automation, and machine learning.

GridPoint is growing rapidly. Our product is an equipment-enabled energy management subscription service requiring a seamless delivery process for our customers. If you are passionate about energy and an energy efficient future, working cross functionally to deliver industry leading products and making a real difference in the Smart Buildings industry.

Job Summary:

We are currently seeking a Training and Quality Assurance Associate is responsible for assessing the quality of the performance of our customer support associates who deal with our customers. The Associate will monitor inbound and outbound call and emails responses to assess associates’ demeanor, technical accuracy, customer support performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing contact center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall GridPoint customer experience. If you have a passion for helping others, a strong worth ethic, and initiative, consider joining our team as our next Training and Quality Assurance Associate!

Essential Duties/Responsibilities:

As our next Training and Quality Assurance Associate, your responsibilities with include, but are not limited to the following:

• Participates in design of call monitoring formats and quality standards.
• Provides refresher training sessions, process updates, and technical training
• Performs call monitoring and provides trend data to customer support management team.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Performs monitoring of customer support email responses and cases.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for contact center staff.
• Provides feedback to contact center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Performs other duties as assigned.

Qualifications:

• 2-3 years Contact Center/Customer Support Experience
• Quality Control or related field.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Preferred Qualifications:

• Prior experience in a quality or customer service.
• Customer service skills and dedication to providing exceptional customer care.

Location

• Hybrid out offices in Reston, VA or Roanoke, VA if local

Travel Requirement:

• 10-15%