Auditing, Communication Skills, Continuous Improvement, Customer Relationship Management (CRM), Detail Oriented, Documentation, External Audit, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Internal Audit, Internet Service Providers, Lean Six Sigma, Manual Dexterity, Microsoft Office, Microsoft Outlook, Microsoft Windows Operating System, Organizational Skills, PC (Personal Computer) Systems, Physical Demands, Presentation/Verbal Skills, Product Engineering, Quality Assurance, Quality Control, Sales, Service Delivery, Telecommunications, Wireless Communications, Writing Skills
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