Quality Assurance Specialist

This is a remote position.

Position Title: Quality Assurance Specialist

$45,000 to $75,000 annually DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers. 

Innovation and Improvement: We always look for ways to make the experiences of our customers – and each other – better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary

The Quality Assurance Specialist within the Dispatch department is responsible for supporting the Manager, quality assurance of the team, reporting and assisting to build and develop best practices, process improvements and technical solutions for the betterment of customer experience and company targets.

Essential Duties and Responsibilities: 

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

·         Supporting all levels of management with direction and insights, and for providing new and creative solutions to help the organization achieve their corporate goals.

·         Build/create effective action plans with clear goals and execution that driving employee satisfaction.

·         Host, participate and engage with cross functional teams, external partners, and peer groups in search of opportunities and best practices that can be deployed.

·         Act as advocate for positive change in customer experience.

·         Help team to prioritize open issues, define and track bugs while working with other internal groups.

·         Drive and continually improve productivity and quality improvements within the team. (Quality Assurance)

·         The creation of reporting ranging from daily reports on the consultant level to quarterly reports disseminated to the highest levels of corporate management.

·         Distributing actionable reports containing performance metrics and historical analysis, and for fulfilling various ad hoc requests on a regular basis.

·         Provide technical and procedural answers internally & company wide.

·         Assist in the development of processes and policies. 

·         Work with other departments as needed to ensure quality customer service and to meet objectives and goals of Ziply.

·         Be an effective leader with the ability to influence others and take ownership.

·         Performs other duties as required to support the business and evolving organization.

Qualifications:

·         Minimum three (3) years call center experience where generating revenue is a key objective.

·         Knowledge of telecommunications industry.

·         Knowledge of dispatch practices.

·         Ability to take ownership and accountability.

·         Must possess strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines.

·         Must be able to interact with internal/external customers and assist with problem resolution.

·         Must demonstrate good oral and written communication skills.

·         Must possess basic PC skills: Excel, Word, Power Point and Outlook.

·         Knowledge of SIMPL/TRIAD, Endeavor/DPI, Inet Portal, and VXField

·         Ability to manage projects.

·         Must have previous experience serving customers.

·         Customer first, community focused attitude.

·         Ability to constructively handle unexpected problems.

·         Strong Analytical and mathematical skills.

·         Must be a team player, willing to work in a fast-paced environment.

·         Drive and continually improve productivity and quality improvements.

·         Ability to investigate and analyze information and to draw conclusions.

·         Ability to quickly learn and support new systems and applications.

·         Ability to Multitask and manage priorities.

Knowledge, Skills, and Abilities:

·         Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.

·         Ability to multi-task and collaborate effectively with other personnel to meet deadlines.

·         Strong verbal and written communication, attention to detail, and organizational skills.

·         Ability to work within critical deadlines.

·         Ability to adjust to rapidly changing priorities and schedules.

·         Ability to provide excellent customer service.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.