Quality Assurance Spclst Iv

4 days ago

Austin, United States DEPARTMENT OF INFORMATION RESOURCES Full time

**Quality Assurance Spclst IV** **(**00043210**)**

**Organization**: DEPARTMENT OF INFORMATION RESOURCES

**Primary Location**: Texas-Austin

**Work Locations**: Network Security Operation CTR 1001 W NORTH LOOP Austin 78756

**Job**: Office and Administrative Support

**Employee Status**: Regular

**Schedule**: Full-time

**Standard Hours Per Week**: 40.00

**State Job Code**: 1413

**Salary Admin Plan**: B

**Grade**: 22

**Salary (Pay Basis)**: 4,551.16 - 6,250.00 (Monthly)

**Number of Openings**: 1

**Overtime Status**: Exempt

**Job Posting**: Jun 25, 2024, 11:53:12 AM

**Closing Date**: Jul 9, 2024, 11:59:00 PM

**Description**

**Position Title**:
Quality Assurance Specialist IV (Operations Quality Assurance Representative)

**Class/Group**:
1413/B22

**Military Occupation Specialty Code**:
N/A

**Fair Labor Standards Act Status**:
Exempt

**Number of Vacancies**:
1

**Division/Section**:
Chief Operations Office/Program Operations/CTS Service Fulfillment

**Salary Range**:
$4551.17 - $6250.00 monthly

**Duration**:
Regular

**Hours Worked Weekly**:
40

**Work Schedule**:
This position may be eligible for flexible work hours and/or a hybrid work schedule if certain program guidelines are met; working arrangements may change at any time at the sole discretion of the agency.

**Travel**:
None

**Work Address**:
Central / Austin, Texas 78756

**Web site**:
**Refer Inquiries to**:
People and Culture Office

**Telephone**:
(512) 463-5920 or (512) 475-4957

**How To Apply**:

- Once ready, select “Submit” on the “Review and Submit” page.

**Special Instructions**:
**Interview Place/Time**:
**Notice**:
Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

**Equal Opportunity Employer**
The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability. Please call 512-463-5920 to request reasonable accommodation.

**What We Do**
We are a technology agency powered by people.

DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents.

DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 250 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how technology serves Texans.

**Position Summary**
The individual in this role will perform highly advanced quality assurance work. Work involves overseeing the planning, development, and administration of quality assurance and compliance activities for Telecom Quality Assurance on the Communications Technology Services (CTS) Service Fulfillment Team in the Program Operations Division; includes evaluating and monitoring processes and procedures for all telecommunications functions within the Operations division. Provides feedback on status to management and affected personnel, including reports on trouble tickets and escalations. Ensures customer issues are addressed and corrective action is taken. Works to improve customer satisfaction by providing effective communication to internal and external customers. May train others in quality assurance activities. Works under mínimal supervision with extensive latitude for the use of initiative and independent judgment.
- Oversees, plans, and administers quality control programs to ensure customer satisfaction and compliance activities.
- Works with customers, vendors, and DIR management to provide resolution of service discrepancies, includes providing escalation support for all telecommunications services. Notifies customers of DIR activities as appropriate
- Identifies and implements tools and training needed for telecommunications staff within the Operations division as new program policies and procedures are implemented or new programs are mandated; includes identifying and organizing appropriate staff with required skills and experience to accomplish assigned tasks.
- Works with the Network Operations Center (NOC) and monitors scheduled maintenance and outage notifications.
- Participates in the preparation and review of project plans, processes, and procedures; includes working with internal staff on creating and updating Standard Operating Procedures
- Monitors and reviews performance measures and Service Level Agreements (SLA) for the division; researches and produces quarterly SLA reports; monitors quality of work orders and trouble tickets and reports problems to ma

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