MANAGER QUALITY ASSURANCE & TESTING

CenturyLink

(Town and Country, Missouri)
Full Time
Job Posting Details
About CenturyLink
CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband,voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network.
Summary
The Manager – Quality Assurance and Control within Customer Assurance & Managed Services is responsible for ensuring quality in services and processes by establishing standards and setting continuous improvement goals as well as ensuring the quality of a service or process provides its intended value through ongoing monitoring and measurement of outputs. This individual must have strong leadership skills and be able to influence and work effectively with cross functional teams.
Responsibilities
* Establish, lead, and develop the Quality Assurance and Quality Control team to optimize service quality and customer satisfaction * Establish, develop and maintain a Quality Management System framework and methodology * Drive accountability through operational metrics ensuring high focus on end to end client experience * Evaluate the benefits and ROI for industry certifications * Set direction; define objectives and priorities for the organization * Develop the Quality roadmap required for a best in class quality operation * Govern Customer Assurance & Managed Services processes from a quality perspective providing oversight including defining roles and responsibilities, ensuring availability and updates of process training and documentation, performance analysis and remediation of issues defined during assessments and audits. Process included: MIM, Incident Management, Problem Management, and Configuration Management * Create, optimize, and manage a defect logging process that will support Corrective and Preventative Action Planning (CAPA) * Provide best-in-class levels of operational service to the CenturyLink client base. * Ensure adherence to Global policies and key Global Processes. Key Global Processes include but are not limited to Incident Management, Major Incident Management, Change Management, Problem Management and Request Fulfillment. * Drive continual service improvement by reviewing support practices and performing trend analyses on key performance indicators and customer satisfaction data to drive improvements in customer satisfaction, resolution speed, and efficiencies * Operate a Global service model that is scalable and efficient. * Execute the CenturyLink Vision and align the Operations Center efforts to achieve the corporate objectives. * Deal with Operational problems that are broad, complex and abstract, often involving Company-wide issues. Must develop solutions using creativity, resourcefulness, innovation, negotiating and diplomacy. * Actively lead employee engagement, operational excellence and other cross-functional initiatives designed to enhance our client experience. * Manage the Operational expense for the team * Manage and adhere to all CenturyLink policies and procedures * Other duties as assigned
Ideal Candidate
* Previous leadership experience in an operational environment * Firm practical and theoretical understanding and previous application of industry best practices for support and process development and adherence * QA methodology knowledge and experience, including the establishment, maintenance and development of industry-leading processes required to support enterprise customers * Ability to coordinate, orchestrate, and communicate effectively with technologists and business partners to maintain high service levels in a demanding environment * Proven ability to optimize smaller, distributed teams and scale them for dynamic growth, to include 24x7 operations * Demonstrated success in influencing cross-functional teams outside of your direct reporting structure * Excellent time management, planning, and project management skills * Strong analytical, problem solving and communication skills * ITIL V3 Certification * Experience within a Knowledge-Centered Support organization and with Knowledge Management tools

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