SMARTERHOME.AI

Newport Beach, CA
Compensation: $90,000 to $140,000 per year, including base salary and monthly performance bonuses.
Full Time – Exempt – Benefits – Immediately Hiring – Responsive Employer
SmarterHome.ai, a Master Distributor of top tier services in cable, internet, phone, wireless products, and home security is immediately hiring an experienced Spanish Bilingual Global Call Center Quality Assurance Manager to join our dynamic team in Newport Beach. As the Global Call Center Quality Assurance Manager for SmarterHome.ai, you are responsible for overseeing QA performance across our global English and Spanish-speaking call centers.
The ideal candidate has successfully led remote QA or sales teams, has strong AI QA platform experiences, and has a proven track record of increasing sales conversion rates in high-volume environments. This person will act as the liaison between executive leadership, QA managers, and training teams, translating quality insights into actionable performance improvements.

As the Global Call Center Quality Assurance Manager for SmarterHome.ai, you will enjoy great benefits including:

• Strong yearly salary based on your experience level that includes yearly increases based on performance.
• Monthly, Quarterly and Yearly commission and bonus opportunities where you can earn up to an additional $20,000.00 per year based on performance and attainment of KPI goals.
• Flexible Work Schedule.
• Personal Time Off.
• Medical, Dental and Vision insurance.
• Holidays off based on the SmarterHome.ai Holiday Schedule.
• Professional and rewarding work atmosphere.
• Opportunities for professional development and career growth.

As the Global Call Center Performance Manager for SmarterHome.ai, you will be:

• Reporting directly to the Chief Operating Officer (COO).
• Managing QA efforts across multiple remote, global call centers.
• Supervising, coaching and supporting QA teams to ensure consistent quality across all regions.
• Using AI-driven QA platforms (Level.ai. Observe.at, etc.) to analyze call data and agent performance.
• Driving strategies that increase conversion rates and sales effectiveness.
• Partnering with training departments to align coaching with QA insights.
• Building dashboards, scorecards, and executive reports to tracking quality trends and impact.
• Evaluating agent performance, recommending process improvements, and supporting rollout of new sales scripts or standards.
• Ensuing alignment across teams in different time zones and cultures.

For the position of Global Call Center Performance Manager, we are looking for someone with the following qualifications, skills, and education level:

• 5+ years of experience in call centers, with 2+ years of managing QA teams or operations.
• Demonstrated success managing remote teams and improving global call quality.
• Proven ability to increase sales conversion rates through QA strategy and coaching alignment.
• Fluent in English and Spanish, both written and verbal.
• Hands-on experience with AI QA platforms such as Level.ai or Observe.ai.
• Strong collaboration and communication skills.
• Must work full-time on site at our Newport Beach CA, headquarters.
• Willing to partake in a Background Check.

Please refer the Job description for details