Director, Quality & Compliance

Job Summary:

The Director of Quality & Compliance serves as a consultant to department Managers, Directors, and VPs in identifying, devising, and implementing essential measurable processes and outputs within each department that feed into the end-customer experience.  This role supports the company initiative to drive customer satisfaction, revenue, retention, and loyalty. Results are ultimately measured at the company level through biannual NPS scores and cross-functional PULSE internal satisfaction scores.

Job Duties:

• Builds and maintains strong relationships with leaders of each customer-impacting department
• Serves as a consultant to department leaders to create and maintain meaningful process optimization, quality measurements and reporting of key work outputs
• Assists department leaders in recognizing opportunities for enhanced performance and employee accountability systems
• Maintains awareness of and is vigilant of process changes that negatively impact users downstream of those business processes; Applies mitigation techniques where required
• Continually meets with department leaders to enhance customer-impacting processes as identified through various customer listening posts
• Identifies business opportunities and directs efforts to research and evaluate business opportunities for continued company development and expansion of customer service and support
• Maintains the client’s NPX system for Touchpoint, and NPS, and PULSE surveys
• Administers and facilitates the company’s PULSE cross-functional process-optimization efforts
• Works with ASD to extract customer data as needed to identify key improvement opportunities with various customer segments
• Works with departments to establish processes and compliance measurements for regulated policies/practices such as ACP, Ray Baum, Kari’s Law, etc.
• Has direct oversight of Enterprise and/or Residential Customer Care teams
• Resolves difficult customer issues and problems, especially orders and billing of large customers and/or vendors
• Remains current with changing trends in the telecommunications and customer experience industries by reviewing various periodicals and related information
• Participates in various industry and community committees in support of the client
• Performs all other related duties as assigned by VP of Customer Experience

Requirements:

• Knowledge of Six Sigma or comparable quality improvement disciplines is highly preferred
• Knowledge of telecommunications industry
• Knowledge of telecom operations, technology, and equipment
• Knowledge of supervisory and finance principles and practices
• Knowledge of company products and services
• Skill in operating various office equipment such as personal computer, various software programs, and telephone systems
• Skill in oral and written communication
• Skill in public speaking
• Skill in reading and understanding financial reports, industry regulations, and proposed legislation
• Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner
• Ability to demonstrate skills in leadership and general management
• Ability to organize and prioritize multiple work assignments
• Ability to pay close attention to detail
• Ability to make sound decisions using information at hand
• Ability to create a team environment and sustain employee morale
• Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record

Education:
 
Bachelor’s degree in management, communications or equivalent, plus five years of experience in telecom industry preferred.
 
If you have the described qualifications and are interested in this exciting opportunity, please apply!

About Genesis10:
Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives. If you are a high performing business or IT professional with solid, referenced experience, we want to meet you. Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience and aspirations. We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement project after project. To learn more about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com .
“Genesis10 is an Equal Opportunity Employer, M/F/D/V