Quality Assurance Specialist

We are seeking a meticulous and detail-oriented Quality Assurance Specialist to join our team. The ideal candidate will be responsible for ensuring the accuracy, consistency, and compliance of various operational processes within the organization. This role will primarily focus on conducting QA audits on Incident Management team P1 records, reviewing Network team RCAs and Changes, and maintaining up-to-date Standard Operating Procedures (SOPs). Additionally, the Quality Assurance Specialist will collaborate with stakeholders to ensure that documentation reflects the current direction and requirements of Customer. Key Responsibilities: 1. QA Audits: - Perform regular audits on Incident Management team P1 records to ensure accuracy, completeness, and adherence to established protocols and standards. - Identify and escalate any discrepancies or issues found during the audit process for resolution. 2. Review and Analysis: - Review Network team Root Cause Analyses (RCAs), Changes, and other relevant documentation to identify trends, areas for improvement, and potential risks. - Provide feedback and recommendations to relevant teams based on the findings of reviews and analyses. 3. Standard Operating Procedures (SOPs): - Own the auditing of SOPs on a regular basis to ensure they are current, accurate, and aligned with organizational policies and procedures. - Update SOPs as necessary based on evolving requirements and direction from Customer, obtaining review and approval from relevant stakeholders. 4. Documentation Management: - Maintain documentation related to the current sources of truth, including branch information, circuit information, and other relevant data. - Ensure documentation is organized, up-to-date, and accessible to authorized personnel as needed. Qualifications: - Bachelors degree in a relevant field or equivalent work experience. - Proven experience in Quality Assurance, preferably in a technology or operational environment. - Strong attention to detail and analytical skills, with the ability to identify discrepancies and patterns. - Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams. - Familiarity with incident management processes, network operations, and standard operating procedures. - Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment. - Proficiency in documentation management tools and software applications. Preferred Qualifications: - Certification in Quality Assurance or related field (e.g., Six Sigma, ISO standards). - Experience with auditing tools and methodologies.