Analyst I-Quality Assurance - (Twinsburg, OH)

Position description: Monitor internal Specialist Quality and calibrate with management for quality assurance and internal compliance. The position will require extensive knowledge of the entire scope of the Consumer Repair, POTS and Broadband support. The position must possess the expertise to understand situations presented to the Specialist, assess the interaction objectively, and communicate positive and constructive feedback to Windstream management. This position necessitates exceptional customer service skills, advanced communication abilities and the expertise to identify departmental development opportunities. Essential Job Functions: Complete quality audits of Tier 1, Tier II, and Test to insure consistent and uniform application of technical support and customer service standards (Quality reviews audits required to be completed each month to be defined) Lead Calibration session with internal management to validate compliance Analyze quality data and provide feedback on areas of focus to close