Quality Assurance Specialist

Summary

To perform quality assurance audits and special analyses; establishing measures and key performance indicators that drives results for exceptional customer experience compliant with agreed standards.

Responsibilities

• • Identifies and recommends improvements to enhance the customer experience through collaboration with Managers in Customer Experience as well as across other departments.
• • Measuring and reporting quality achievement and performance improvement throughout the team setting quality assurance compliance objectives and ensuring that targets are achieved.
• • Undertake all reasonable request to measure, analyze and improve service delivery and by extension customer satisfaction
• • Identify, quantify and examine trends pertaining to accuracy and compliance to policies and procedures
• • Ensure that standards relating to safety, on the job training and productivity are met
• • Analyzing all quality control activities across the field services operation; measuring and testing to ensure compliance.
• • Prepare quality audits assurance and special audit reports
• • Analyzing the performance of the outside plant network against defined parameters and making recommendations for improvement.
• • Establishing standards of service for customers by monitoring performance by gathering relevant data and producing statistical reports
• • Ensuring through ongoing monitoring and audits that all quality standards and practices are carried out according to the adopted ‘best practices’ to ensure a high quality of service to customers
• • Participates in the determination of engineering standards and procedures and the evaluation of materials, tools and equipment.
• • Perform any other job-related duties as required.

Qualifications

• • Ideally a Bachelor’s Degree in Engineering or related discipline
• • Formal training in supervisory management
• • A minimum of seven (7) years’ experience in a telecommunications environment
• • Knowledge in database, word processing and spreadsheet applications

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