Supv-Quality Assurance
Verizon Wireless - Murfreesboro, TN

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This position is responsible for performing critical quality assurance activities to support the VZW quality program, field operations and vendor partners.

Activities include but are not limited to:
  • Manage direct report team of STAT coordinators and QA Analysts focused on quality monitoring and analytics. Ensure smooth day to day operations in the data collection of real-time insights of key business and quality opportunities
  • Develop and manage project plans, timelines and objectives. Ensures projects are conducted using quality principles and proper pre/post measurements methodologies. Measure and document effectiveness of new projects/process improvements. Resolve project issues and manage the jeopardy process
  • Evaluate all monitoring data collected to provide an end to end analysis and make solid substantiated recommendations for improvement back to the business.
  • Conduct weekly calibration sessions and project meetings with team to ensure alignment of quality scoring and project objectives.

Candidate Qualifications:
  • Bachelors degree or equivalent experience
  • 4+ years Customer Care experience
  • 3+ years in a Quality Assurance Supervisory position
  • 1+ data analysis experience and project management experience
  • Strong superior planning, quantitative, technical, analytical skills, business background required
  • Advanced working knowledge of Microsoft PowerPoint along with strong presentation skills at leadership levels.
  • Conduct effective meetings and effective facilitation of quality programs.
  • Ability to perform needs assessment, make recommendations and execute change
  • Strong interpersonal and communication skills with all levels of the organization.
  • Experience with Microsoft Excel and Microsoft Access
  • Working knowledge of Verizon Wireless Billing and Reference systems
Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

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