GridPoint is a smart building technology leader with a mission focused on enabling the world’s transition to an efficient and sustainability future through smart, efficient, and grid-connected buildings.

Our hardware-enabled subscription solution offerings bridge the gap between commercial businesses, utilities, and technology partners to support grid modernization and contribute to a more sustainable future. Powered by the best data, our technology subscription is designed to identify best-fit energy strategies, reduce waste, and make buildings smarter through controls, automation, and machine learning.

Job Summary:

We have an exciting opportunity for a dynamic and self-motivated Training and Quality Assurance (QA) Manager. We are seeking highly motivated individuals who are driven to succeed, possess an entrepreneurial spirit, and have excellent interpersonal and communication skills. This leader sets out to strategically work toward closing the gap between experience and expectation to facilitate world-class customer experiences while supporting GridPoint objectives.

Job Responsibilities:

• Drive corrective and preventative actions utilizing your proficiency with quality improvement methodologies.
• Provide training, coaching, and mentoring to all levels of the organization.

• Identify, assess, and develop individualized and group training programs.
• Maintain and develop internal quality standards and manage quality control reporting. I.e., support and call center, product.
• Responsible for call-calibration process; review of support agents’ conversations (calls, emails, chat, etc.) using Industry tools (Engage).
• Assess support interactions based on internal standards and provide constructive feedback.
• Analyze all customer service metrics (e.g., CSAT, FRT, IQS) and how the support team’s performance affects those KPIs.
• Develop and implement strategies to improve quality KPIs.
• Contribute to the team culture in a positive manner.
• Participate in cross-functional projects that will help scale the business and streamline customer service.
• Create and/or improve methods for training employees (in-person, videos, etc.)

Requirements:

• 5+ years’ experience in customer support/service and/or product; with hardware, IoT and software experience.
• Direct experience in process, and quality assurance.
• Demonstrated experience in the design, development, and delivery, of training programs.
• Good interpersonal and verbal & written communication skills
• Strong continuous improvement mindset, strong leadership impact
• Demonstrated knowledge of Technical / service / quality / customer relations discipline
• Experience with Energy Management Systems, Building Management system experience, a plus.
• Demonstrated knowledge of Technical / service / quality / customer relations discipline
• Proficient with Microsoft Office Suite or related software.

Education, Experience, And Competencies

• 
  Bachelor’s degree or equivalent work experience

Core Competencies

• 
  High ethical standards. adapts to changing conditions; demonstrates persistence.
• Excellent communication (oral and written) and people skills.
• Action oriented and full of energy; enjoys challenges; drives for results.
• Strong influencing skills – Ability to influence others directly or indirectly.
• Solid analytical skills and solution-driven thinking; collects and researches data; uses intuition and experience to complement data.
• Agility and personal adaptability with the ability to successfully manage multiple priorities with a high sense of urgency in a rapidly changing environment.
• Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations.

Location: HQ office in Reston, VA. Open to VA/DC/MD area applicants. Hybrid work policy.