QA Specialist

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

We are seeking a highly motivated and detail-oriented QA Specialist to join our Service Assurance team. The ideal candidate will play a crucial role in maintaining and enhancing the quality of our service delivery. This position requires a proactive individual with strong analytical skills and a commitment to continuous improvement.

Job Description

Core Responsibilities

• Ticket Hygiene Reviews: Conduct regular reviews of support tickets to ensure they are accurate, complete, and comply with company standards. Identify and address any discrepancies or areas for improvement.
• Call Review Process: Develop, implement, and manage a comprehensive call review process. This includes evaluating customer interactions, providing constructive feedback to agents, and identifying trends to enhance service quality.
• Reporting and Analysis: Complete reporting requests by analyzing data from various sources. Generate insights and actionable recommendations to improve service delivery and customer satisfaction.
• Quality Assurance Initiatives: Collaborate with cross-functional teams to identify quality issues, implement corrective actions, and develop strategies for continuous improvement.
• Training and Development: Assist in the training and development of team members by sharing best practices, conducting workshops, and providing ongoing support.
• Documentation and Compliance: Ensure all processes and procedures are well-documented and comply with regulatory requirements and company policies.
• Ad Hoc Responsibilities: Take on additional tasks and projects as needed to support the overall goals of the Service Assurance team.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Qualifications:

• Preferred Experience: Minimum of 1-2 years of experience in quality assurance or a related field, preferably within a customer service or support environment.
• Skills: Strong analytical and problem-solving skills, excellent attention to detail, and the ability to work independently and as part of a team.
• Communication: Exceptional verbal and written communication skills, with the ability to provide clear and constructive feedback.
• Technical Proficiency: Proficiency in using quality assurance tools and software, as well as Microsoft Office Suite (Excel, Word, PowerPoint).
• Adaptability: Ability to adapt to changing priorities and manage multiple tasks simultaneously.
• Education: Bachelor’s degree in a related field or equivalent work experience.
   

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Skills

Analytical Thinking, Customer F