Quality Assurance Specialist

Quality Assurance Specialist

Arkansas, USA ● Georgia, USA ● Iowa, USA ● North Carolina, USA ● Ohio, USA ● South Carolina, USA ● United StatesReq #1479

Tuesday, July 30, 2024

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

• As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
• Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
• Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities

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About the Role:

We are seeking a dedicated Internal and Vendor Quality Assurance Specialist to oversee Kinetic's internal quality processes for service delivery, the technician assistance centers and manage our external vendor quality programs. The ideal candidate will be responsible for ensuring compliance with company quality standards as well as assessing and improving the quality of products and services provided by the internal teams and our vendors.

What You'll Do :

• Develop and enforce comprehensive quality assurance protocols tailored for service delivery and technician support teams. Seamlessly integrate these standards into both internal and vendor processes to ensure consistent, high-quality outcomes across all operations.
• Perform regular internal audits and process reviews to ensure compliance with quality standards.
• Develop and maintain internal and vendor quality assessment programs, ensuring that all interactions meet our quality requirements.
• Perform on-site vendor audits and facilitate third-party quality assessments as needed.
• Liaise with the Vendor Management to integrate quality measures into vendor selection and evaluation processes.
• Collaborate with vendors to identify areas for quality improvement and develop action plans for performance enhancement.
• Collect and analyze quality metrics from internal teams and vendors, providing reports to management on performance.
• Manage the resolution of quality issues with internal management and vendors, including corrective action plans and follow-up assessments.
• Keep abreast of industry quality assurance trends and best practices, applying this knowledge to continuously improve QA processes.
• Train and coach internal staff and vendors on quality assurance standards and procedures.
• Use tools like the Quality Evaluation Form to monitor and review work quality.
• Build and manage relationships with key internal and vendor contacts to ensure clear communication and resolution of quality-related matters.
• Participate in continuous improvement initiatives to enhance overall QA strategies, including those for service delivery, technician support teams, and vendor teams.

Do You Have :

• Bachelor's degree in business, Quality Management, or a related field.
• Minimum of 3-5 years of experience in quality assurance, with a focus on vendor management.
• Knowledge of quality assurance methodologies and tools, such as TQM, Six Sigma, or ISO standards.
• Excellent analytical skills and the ability to interpret complex data to drive decision-making.
• Strong communication and interpersonal skills, with the ability to work effectively with vendors and internal teams.
• Experience with quality assurance software applications and platforms.
• Strong organizational skills and attention to detail.
• Willingness to travel for vendor audits and assessments.
• Experience with Virtual Quality Assurance Inspection Forms and related QA technologies.
• Certified Quality Auditor (CQA) or Certified Quality Engineer (CQE) credentials are a plus.
• Proficiency in data analysis tools and software.
• Demonstrated project management skills.

Even Better :

• Working knowledge of Salesforce, MIROR, MetaSolv, DCRIS, CAMS, Neustar SOA, WINCare, BPMS, and TDM/VoIP switch platforms (DMS100, DMS10/CS1500, GTD5, DCO, EWSD, Metaswitch or Metaview Web), Calix, Adtran
• Technically minded / strong attention to detail
• Highly self-motivated/ability to work independently, innovative and works well under pressure.
• Learns new processes quickly.

The starting compensation range for this job is $63,438 to $81,700.

Physical Tasks - Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33%|Pushing – Pulling: Occasionally: 0-33% |Carrying: Occasionally: 0-33% |Reaching Above Head: Occasionally: 0-33%|Lifting-Lowering >1-15lbs: Occasionally: 0-33% |Repetitive Hand Action: Medium Dexterity: Continuously: 67-100%| Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%|Near Vision:Continuously: 67-100%|Far Vision: Occasionally: 0-33%|Peripheral Vision: Occasionally: 0-33%|

Equipment Used in Job Performance/Working Environment : Computer, Printer,Fax,Telephone,Basic Office Supplies, Copier

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Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
• Identity Theft, Legal, Auto & Home and Pet Insurance

Windstream CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

Our Employee Resource Groups:

• WinVets – Veteran Employee Resource Group
• WOW – Women Employee Resource Group
• WINPRIDE – LGBTQ+ Employee Resource Group
• WBPN – Black Professional Resource Group
• WARG – Ability Resource Group
• LaFamilia –Hispanic Resource Group
• AAPI - Asian American Pacific Islander Resource Group

Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream's network. If you are not a U.S. citizen, please notify your recruiter or email as soon as possible for information on Windstream's foreign personnel disclosure and approval requirements.

Other details

• Job FamilyService Delivery
• Job FunctionNetwork Delivery
• Pay TypeSalary
• Travel RequiredYes

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• Arkansas, USA
• Georgia, USA
• Iowa, USA
• North Carolina, USA
• Ohio, USA
• South Carolina, USA
• United States