Quality Assurance/Quality Control Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Pre-Service Delivery QA/QC (Order Readiness)

• Review all orders prior to release to the Service Coordinator team.
• Validate service configuration, technical requirements, and scope accuracy.
• Ensure all customer agreements and documentation are complete and approved.
• Confirm site details, contacts, install requirements, and dependencies.
• Identify and route discrepancies back to Sales, Engineering, Product, or Service Coordination.
• Enforce standardized readiness checklists to ensure orders are service-ready.

Post-Install QA/QC (Delivery Validation)

• Validate completed installs against original order and design.
• Confirm services are active, stable, and properly documented.
• Ensure agreements, service records, and billing details are updated and accurate.
• Verify legacy or replaced services have been disconnected, deactivated, and removed from systems.
• Confirm clean handoff to Service Assurance and Support teams.

Documentation, Systems & Compliance

• Validate accuracy across CRM, PSA, ticketing, and documentation platforms.
• Ensure service records reflect the current operating state.
• Maintain audit-ready QA/QC records and evidence.
• Support internal and external audits as required.

Continuous Improvement & Collaboration

• Identify recurring quality issues and lifecycle breakdowns.
• Provide feedback to Sales, Product, Engineering, Service Coordination, and Service Assurance.
• Recommend workflow, checklist, and standard improvements.
• Participate in post-install reviews and improvement initiatives.
• Other duties as assigned

EDUCATION, TRAINING, AND EXPERIENCE:

Required

• Associate or Bachelor’s degree in IT, Telecommunications, Business, or equivalent experience.
• 3 years experience in managed services, connectivity, service delivery, or operations roles.

Preferred

• MSP, ISP, or service provider experience.

REQUIRED SKILLS/CORE COMPETENCIES:

• Strong attention to detail and process adherence.
• Experience with CRM, PSA, or service management systems.
• Strong written and verbal communication skills.
• Experience with internet, voice, wireless, and video services.
• Experience with managed services platforms and lifecycle.
• QA/QC, auditing, or service validation experience.
• ITIL Foundation or Lean / Six Sigma exposure.

TOOLS, EQUIPMENT, AND SOFTWARE:

• Demonstrated knowledge of personal computer applications Microsoft Windows and Microsoft Office, including Microsoft Outlook
• Experience with CRM, PSA, or service management systems.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Primarily indoor work primarily in office environment
• Frequent utilization of manual dexterity and visualizing of computer screen
• No unusual physical requirements