Telecom Quality Manager

Job Title: Quality Manager - Telecom

Full time position

Onsite Plano Texas

Job Description:

We are seeking a skilled and detail-oriented Quality Manager to join our Telecom team. This position plays a crucial role in ensuring that the company's resources, processes, and training programs meet the highest quality standards, ultimately enhancing the overall performance and customer satisfaction.

Key Responsibilities:

Quality Oversight of Hiring Process:

• Assess and verify the quality of resources being hired for various telecom roles, ensuring candidates meet organizational and operational requirements.
• Collaborate with HR and recruitment teams to define candidate evaluation criteria and ensure alignment with organizational standards.
• Implement processes for monitoring and improving the quality of new hires and staff retention.

Training and Development:

• Define, develop, and manage comprehensive training modules for all new hires and existing employees within the telecom sector.
• Ensure training programs are aligned with industry standards, company requirements, and regulatory compliance.
• Evaluate and improve the effectiveness of training programs, incorporating feedback and performance metrics.

Procedure and Quality Manuals:

• Create, update, and manage procedure manuals, process workflows, and standard operating procedures (SOPs) for various telecom operations and services.
• Ensure that all procedural documents are comprehensive, clear, and compliant with industry standards and company policies.
• Continuously evaluate and revise process manuals to incorporate best practices and emerging industry trends.

Quality Audits and Monitoring:

• Conduct regular quality audits to assess the performance of resources (employees, teams, processes) against established benchmarks.
• Identify opportunities for improvement and collaborate with team leaders to implement corrective actions.
• Develop and maintain a system for tracking quality metrics, including performance reviews, customer satisfaction, and operational efficiency.

Continuous Improvement:

• Lead initiatives to continuously improve quality standards and processes across departments, focusing on enhancing efficiency, customer satisfaction, and employee performance.
• Implement root-cause analysis to identify and resolve quality-related issues.
• Foster a culture of quality improvement and professional development within the team.

Stakeholder Collaboration:

• Collaborate with various departments (HR, Operations, Training, Customer Service) to ensure quality standards are consistently maintained across all functions.
• Provide regular reports and presentations on quality performance, challenges, and improvement plans to senior management.

Compliance and Regulatory Adherence:

• Ensure that all training, procedures, and quality processes comply with relevant industry regulations, standards, and best practices.
• Monitor changes in telecom regulations and adjust internal processes to maintain compliance.

Qualifications:

• Bachelor’s degree in Business Administration, Telecom, Engineering, or a related field (Master’s degree is a plus).
• Proven experience in a Quality Manager role or similar position in the telecom industry, with a focus on process improvement, training, and resource management.
• Strong knowledge of telecom industry standards, regulations, and operational best practices.
• Excellent written and verbal communication skills.
• Ability to develop clear and detailed training programs, procedure manuals, and SOPs.
• Strong analytical skills and experience in performance analysis, audits, and reporting.
• Experience with quality management systems and tools, such as Six Sigma or ISO 9001, is a plus.

Skills:

• Project management and leadership skills.
• Attention to detail and a commitment to maintaining high-quality standards.
• Proficiency in quality management software, Microsoft Office Suite, and training platforms.
• Strong problem-solving abilities and decision-making skills.
• Ability to collaborate effectively with cross-functional teams.

Work Environment:

• Full-time, on-site or hybrid (based on company policy).
• Opportunity to work with a dynamic and innovative telecom company focused on growth and continuous improvement.