What are the responsibilities and job description for the Analyst II-Quality Assurance position at Windstream Communications?
Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.
Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.
The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!
About the Role :
This dynamic role supports Quality Assurance for Windstream's Customer Operations, specifically within the Consumer Care and Repair teams. As a Quality Assurance Analyst II, you will be responsible for analyzing quality inspection outputs and performance data to identify opportunities for improving efficiency, KPI performance, and reducing customer effort. Your contributions will help ensure Windstream maintains its commitment to delivering exceptional customer experiences. This position can be filled remotely anywhere within the country.
What You’ll Do :
Support internal and offshore partner quality personnel and QA processes
Analyze data using tools such as Salesforce and NICE to determine appropriate actions and drive improvements and facilitate action plans that are results-driven while tracking their progress to completion
Collaborate with various levels of authority to ensure effective communication and project execution, fostering a culture of accountability and teamwork
Govern and host weekly meetings with managers to ensure agents and technicians are equipped with the need-to-know information for the week.
Calibrate scoring and coaching with the Quality Assurance team and center management
Ensure quality and communication output visibility within the organization through Tableau and / or Salesforce reporting, contributing to our data-driven decision-making culture
Manage workflow using Azure DevOps (ADO) and enhance quality inspection efficiencies with Windstream’s internal AI platform
Perform periodic inspections to ensure accuracy in existing inspections and test new inspection points
Do You Have?
Proven experience in quality assurance or a role supporting agents and technicians within a customer repair environment such as a call center
Proficiency with Microsoft Office tools, including Excel, and familiarity with Salesforce and NICE platforms
Strong data analysis skills
Keen attention to detail and robust problem-solving skills
Ability to communicate professionally across multiple channels and experience hosting effective meetings
Capability to support multiple projects simultaneously and pivot between tasks efficiently
Adaptability to thrive in a constantly changing environment
Even Better :
Experience using AI for data analysis
Experience in using and building Tableau reports
Certifications or completed training directly related to the position
The compensation range for this position is from $50,000 - $64,300.
Minimum Requirements :
College degree and 3-5 years professional level experience with 0-1 years supervisory experience for roles with supervision; or 7 years professional level related experience with 0-1 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related experience required.
Physical Tasks - Standing Occasionally : 0-33% | Walking Occasionally : 0-33% |Sitting and Stationary : Continuously : 67-100% | Bending : Occasionally : 0-33% | Crouching : Occasionally : 0-33% | Carrying : Occasionally : 0-33% | Reaching : Occasionally : 0-33% |Lifting -Lowering >
1-15 lbs : Occasionally : 0-33% | Repetitive Hand Action : Medium Dexterity : Continuously : 67-100% | Fine Manipulating : Frequently : 34-66%
Audio Visual Needs - Hearing : Continuously : 67-100%| Near Vision : Continuously : 67-100% | Far Vision : Occasionally : 0-33% | Peripheral Vision : Occasionally : 0-33%
Equipment Used in Job Performance : Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier
Our Benefits :
Medical, Dental, Vision Insurance Plans
401K Plan
Health & Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational Assistance Plan
Identity Theft, Legal, Auto & Home and Pet Insurance
Windstream CIB Statement :
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
Our Employee Resource Groups :
WinVets – Veteran Employee Resource Group
WOW – Women Employee Resource Group
WINPRIDE – LGBTQ Employee Resource Group
WBPN – Black Professional Resource Group
WARG – Ability Resource Group
LaFamilia –Hispanic Resource Group
AAPI - Asian American Pacific Islander Resource Group
Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens : Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system / network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and / or Windstream’s network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements.
Job Details
Job Family Service Delivery
Job Function Sales & Service Support
Pay Type Salary
Salary : $50,000 - $64,300
