Quality Assurance/Quality Control Technician

 

GCI's Quality Assurance/Quality Control Technician will ensure services delivered to customers meet quality control, network, and telecommunication industry standards. Verifies products and services, validates network equipment installation, configuration, and documentation. Collaborates with Project Management, Project Engineering, Service Management Center (SMC), and project teams to provide quality service and customer support. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Ensures services delivered to customers meet GCI quality control, network, and telecommunications industry standards.

• The Quality Assurance/Quality Control (QA/QC) Technician will verify services delivered to internal and external GCI Business customers meet quality control, network, and telecommunication industry standards, validate those services delivered are monitored and documentation is up to date and accurate. 
• The (QA/QC) Technician will coordinate activities with project management and engineering teams to ensure verification is completed in a timely manner.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• Ability to work in a team environment on maintenance bridges with minimal supervision.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Able to communicate technical information effectively verbally to customers, contractors, utility workers, fellow employees, and the public in an effective manner with their level of understanding. 
  • Ability to facilitate communication across a multi-location department while maintaining a focus on details.
  • High level of interpersonal skills; well-developed written and oral communication skills including active listening skills.
• COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes, regulations, policies, procedures, guidelines, etc.
• CUSTOMER FOCUS - Develops positive rapport with customers. Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Ability to promote teamwork and encourage a professional, courteous work ethic.
  • Dedicated to continually improving personal skills, and the group’s ability to serve the customer.
  • Demonstrated internal and external customer service skills.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. Organize assignments, equipment, and routing to maximize productivity.
• RESULTS – Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Ability to work in stressful situations and maintain focus on proper troubleshooting and maintenance procedures.
  • Ability to work independently, under time constraints, and in an environment with changing priorities and goals; ability to prioritize multiple projects. 
  • Experience working with project deadlines.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

Technical Competencies:

• Experienced with GCI quality controls, processes, and network standards.
• Knowledge of GCI Technology Solutions, network equipment and configuration.
• Knowledge of standard network engineering concepts.
• Knowledge of firewalls, routers, switches, voice and/or video hardware and network applications and related technologies.
• Experienced in Layer-2 and Layer-3 data network systems.
• Demonstrated knowledge of IP address nomenclature, protocols, and routing.
• Ability to interpret complex customer n