Quality Assurance Analyst (Duluth)
AT&T - COLUMBIA, Maryland
Don't miss this opportunity to join the company recognized by Fortune magazine as the World's Most Admired Telecommunications Company and ranked #4 on DiversityInc's list of 2011 Top 50 Companies for Diversity.
As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world. You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.
You don't have to be a tech whiz to join AT&T. It takes more than technology to keep us ahead of the curve, and thanks to our teams of legal/operations, marketing and finance whizzes, we do just that. Every day, each works to ensure the success of the company while they advance their own careers.
You don't have to be a tech whiz to join AT&T. It takes more than technology to keep us ahead of the curve, and thanks to our teams of legal/operations, marketing and finance whizzes, we do just that. Every day, each works to ensure the success of the company while they advance their own careers.
What does it take to join us? We demand exceptional skills in your discipline and a real dedication to being the best.
After all, we're asked to keep AT&T profitable and on the cutting edge, and at the same time, build on more than a century of innovation and success. We are a world leader in communications and entertainment, and we plan to keep on growing.
After all, we're asked to keep AT&T profitable and on the cutting edge, and at the same time, build on more than a century of innovation and success. We are a world leader in communications and entertainment, and we plan to keep on growing.
Responsibilities include:
The Quality Assurance (QA) Analyst will lead the efforts to ensure compliance with established processes, workflows, and SOPs on a large IT service contract. The QA Manager must understand IT service operational data, turn data into information, information into insight and insight into meaningful business decisions. The role requires data analysis and understanding of IT services and integrated systems.
Additional Responsibilities:
- Audit service management team performance, both customer facing and internal tasks
- Works with process owners to support ITSM process, workflow, and SOP compliance across the organization
- Support root cause analysis of customer issues and SLA impacting events
- Conduct quality assessments, trend analysis and provide management reporting on support metrics
- Prepare daily/period reports to communicate outcomes of quality activities
- Perform analytics on discrepancies and issues and perform root cause analysis
- Identify ITSM Process, workflow, and SOP opportunities for efficiency and cost reductions
- Leads the escalation / communication of risks and issues as appropriate
- Assist in the Quality Testing of new system functionality
- Support the communication and training of Continual Service Improvement to operational and engineering team.
Required Clearance: Candidate must have a TS/SCI polygraph clearance
AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
Posted: 30+ days ago
About AT&T
At AT&T, we’re bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed Internet and smart solutions for people and businesses. That’s why we stand alone as a fully integrated solution provider.... more
