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