Job Description:

Quality Assurance Analyst

Job ID: 2021-27630

Location:

683 Route 10,

Randolph, NJ

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying 7,100 route miles connecting 15,000 on-net/LIT buildings, With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a "customer first" service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Responsible for facilitating quality standards, employee productivity, and company safety requirements through the Fulfillment process to meet company and customer expectations. Actively and consistently participates in set business strategies to support all efforts to simplify and enhance the customer and employee experience. Acts as a key enabler of the Fulfillment process and is influential in helping to meet the objective of high quality, accurate, and timely installation completions and solutions. Requires a skilled and motivated professional who can efficiently maintain and assist with quality control including design, task workflow, installation, and reconciliation processes across Installation Services and Fulfillment. Monitors the quality of installations across all projects; works to identify errors and failures, understand the cause(s), and provide solutions, where applicable, to prevent future recurrences. Collaborates with a cross-functional team that encompasses representation from multiple business units. Is accountable for individual results and impact on team. Has in-depth experience, knowledge, and skills in own discipline, and works with moderate guidance. Acts as a resource for colleagues with less experience or knowledge in subject matter.

CORE RESPONSIBILITIES:

• Promote Lightpath brand standards and best practices across business units


• Ensure knowledge of all company products and services


• Perform practical quality assurance field evaluations on orders recently installed by both in-house technicians and contractors to verify technical competencies, safe practices, and customer satisfaction; provide necessary feedback to management


• Document quality assurance field evaluations utilizing a shared report; review findings with Fulfillment team on a quarterly basis or as needed


• Establish and document an installation quality assurance process for the Fulfillment team


• Enforce quality assurance guidelines and standards, and coordinate with the Fulfillment team to ensure day-to-day installations adhere


• Evaluate installation incompletions as they occur; analyze root cause(s), implement corrective actions and process modifications, and present findings and updates during monthly review meeting


• Assist with vendor management by performing quality inspections of contract work performed, and billing verification of services provided; attend quarterly meeting


• Lead impact analysis process to identify any upstream or downstream implications as it relates to the quality of order output; document as necessary


• Assist in process improvement initiatives targeting Lightpath Fulfillment and Installation Services teams


• Establish positive relations with other business units through effective individual and team communication and shared best practices


• Assess existing performance metrics reports, and review the data with business units on a quarterly basis


• Attend and participate in Departmental and Interdepartmental meetings


• Support department objectives and perform other duties and responsibilities as assigned

QUALIFICATIONS:

• Bachelor's Degree, or equivalent work experience


• Minimum 3-5 years in telecommunications carrier experience


• Good written and verbal communication skills, able to provide timely and concise reports and communications, and interact with multiple groups and levels


• Solid team attitude; able to work successfully as a team player


• Ability to successfully manage face-to-face customer interactions and resolutions


• Strong knowledge of company products and services, network designs, commercial facility construction design/layout, and the Fulfillment process


• Ability to operate computer or test equipment associated with position


• Excellent attention to detail, problem-solving abilities, and time management skills


• Ability to manage multiple projects at one time while prioritizing, organizing effectively, and maintaining quality standards


• Strong technical documentation skills with thorough knowledge of Microsoft Office Suite including Word, Excel, PowerPoint and SharePoint applications


• Valid driver's license with satisfactory driving record within Company required standards


• Thorough knowledge of Lightpath inner workings


• Thorough knowledge of Netcracker OSS, and WorkForce Management Systems

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

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