Quality Assurance Specialist
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About The Position
We are seeking a dedicated Internal and Vendor Quality Assurance Specialist to oversee Kinetic's internal quality processes for service delivery, the technician assistance centers, and manage our external vendor quality programs. The ideal candidate will be responsible for ensuring compliance with company quality standards as well as assessing and improving the quality of products and services provided by the internal teams and our vendors. This role is crucial in maintaining the high standards that Windstream is known for, ensuring that both internal and external processes align with our commitment to quality and excellence. In this position, you will develop and enforce comprehensive quality assurance protocols tailored for service delivery and technician support teams. You will seamlessly integrate these standards into both internal and vendor processes to ensure consistent, high-quality outcomes across all operations. Regular internal audits and process reviews will be part of your responsibilities to ensure compliance with quality standards. You will also develop and maintain internal and vendor quality assessment programs, ensuring that all interactions meet our quality requirements. Your role will involve performing on-site vendor audits and facilitating third-party quality assessments as needed. You will liaise with the Vendor Management team to integrate quality measures into vendor selection and evaluation processes. Collaboration with vendors to identify areas for quality improvement and developing action plans for performance enhancement will be key aspects of your job. You will collect and analyze quality metrics from internal teams and vendors, providing reports to management on performance, and manage the resolution of quality issues with internal management and vendors, including corrective action plans and follow-up assessments. Keeping abreast of industry quality assurance trends and best practices will be essential as you apply this knowledge to continuously improve QA processes. Training and coaching internal staff and vendors on quality assurance standards and procedures will also be part of your responsibilities. You will use tools like the Quality Evaluation Form to monitor and review work quality, building and managing relationships with key internal and vendor contacts to ensure clear communication and resolution of quality-related matters. Participation in continuous improvement initiatives to enhance overall QA strategies will be expected, including those for service delivery, technician support teams, and vendor teams.
