Network Q/A Tester 3 / Vérificateur de l'assurance de la qualité réseau 3 (11019)

Location: Vancouver, BC
Date Posted: 24-10-2017
Location: Vancouver, Edmonton, Calgary 

Position Overview: 

Broadband Networks’ strategic intent is to accelerate client Fibre deployment to deliver an optimized Customer Experience at home, work and on the move by hastening the evolution of the client Broadband Networks. 

We are looking for dynamic, enthusiastic, driven, and bright individuals who are passionate about the customer experience, quality excellence, and productivity. As a Network I&R QA Tester, you will be responsible for the Broadband Networks’ Installation and Repair quality program across all the fibre communities in Alberta and British Columbia. 

The ability to lead strategies through the creation of solution alternatives, assessments, planning and analysis is key to the success of the individual in this role. You demonstrate a high degree of autonomy and can develop strong partnerships with both internal and external business leaders to deliver on your objectives. You will be responsible for fostering a customer focused culture through quality excellence. 
This placement provides opportunity and a great entry point to position yourself for subsequent opportunities within the larger program. The role ties into several stakeholder groups such as: 
• Major build partner streams 
• Upstream Marketing/Sales 
• Upstream Client Care 
• Downstream Install and Repair groups 
Responsibilities: 
• Champion Broadband Networks’ commitment to drive improvements in the Customer Experience through positive stakeholder interactions and management 
• Collaborate cross functionally throughout the organization to improve productivity and decrease unnecessary customer contacts 
• Provide detailed assessments and feedback on the various aspects of delivering our Products and Services including, but not limited to, the adherence to established client standards for technical work and a superior customer experience 
• Developing strong proposals and ideas and responding quickly and accurately to requests for urgent complex information 
• Implement and track the achievements of key performance objectives and success indicators to ensure customer satisfaction while maintaining operational excellence and cost effectiveness 
• Deliver on identified objectives, including a measurable improvement in the Customer Experience, Quality Excellence, and Productivity 
• Develop and implement a comprehensive learning (improvement) strategy supporting continuous learning and development of field members 
• Perform simple customer on-site fixes as required 

Qualifications

Required Knowledge: 
• Demonstrated leadership and strong communication skills 
• Demonstrated ability to influence all levels of management including senior executives and cross functional/departmental teams 
• Ability to conduct objective assessments and provide constructive observations and recommendations 
• Knowledge of client Consumer and Business job functions and processes would be considered an asset 
• Knowledge of telecommunications industry and its business and operational key performance indicators is an asset 
Required Skills & Abilities: 
• Excellent interpersonal and communication (verbal and written) skills with the ability to relate to a wide variety of audiences and technologies, including senior managers, customers, and partners 
• Intermediate knowledge of standard office productivity tools (Outlook, Live Meeting, Excel, PowerPoint, and Word) as well as a keen interest to learn new tools as they are introduced 
• Understanding of order flow process from order generation to order completion 
• Maintain intrinsic motivation to work under minimal supervision, delivering quantifiable results and keeping updated on new processes as needed 
• Training delivery and facilitation skills is an asset 
• A certificate, degree, or accreditation from a post-secondary institution in telecommunications, business management, electrical, or electronics related field is an asset 
• Physically able to carry all necessary tools and equipment 
Required Experience: 
• 7 – 10 years of managing cross functional projects of medium/large scale and/or complexity 
• Experience developing and implementing business improvement solutions 
• Experience working within the Telecommunications industry 
• Experience in stakeholder management 
• Experience in fibre installation, termination and repair
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