Associate Director-Quality/M&P/Process
Posted on: 23 Jan 2021
El Segundo, CA
Job Description
Job Description
Overall Purpose:
Responsible for the content management strategy and execution of articles within AT&Ts knowledge management platform for frontline representatives. Manages, directs and supervises employees responsible for methods and procedures supporting AT&T video products and services (AT&T TV and DIRECTV).
Key Roles and Responsibilities:
Responsible for leading accurate method and procedures to support frontline representatives selling and supporting AT&T video customers. Directs the design, facilitation, and content on AT&Ts knowledge management platform, Salesforce KM.
Directs the planning, developing, and implementing techniques for ensuring the content articles are crisp, clear, and concise supporting the frontline representatives. Reviews the articles within knowledge management, provides guidance to writers on the team to ensure content is accurate and easy to understand.
Assesses and may lead projects to analyze risks and costs and makes related recommendations to consolidate and optimize knowledge management content to simplify and optimize user experience.
Provides direction for defining process flows, business rules, and user requirements. Directs the development and implementation of operational performance metrics, process control points, and results management. Establishes performance measurements for processes based on analysis. Identifies and implements process improvement plans designed to increase customer satisfaction and improve service delivery. May oversee quality, method and procedures and process improvement project teams and related incentive programs.
Establishes quality control guidelines and testing procedures. Reviews quality control practices and procedures to ensure those quality standards are upheld. Writes, rewrites and or edits documents such as technical procedures, product offers, service support, and operational specifications to a range of sales and service audiences.
Provides coaching and development to senior managers on team. Performs all personnel management activities for subordinates including recruitment, training, performance evaluation and salary management.
Education: Bachelor Degree or related experience preferred Experience: At least 5 years related experience preferred Supervisory: Yes.
AT&T
Bedminster, NJ
AT&T Corp. provides voice, video, and data communications services to businesses, consumers, and governments worldwide. It operates in two segments, Business Services and Consumer Services. The Business Services segment offers domestic and international long distance and toll-free voice services, local voice services, audio and video teleconferencing services, Web-based video conferencing services, and calling cards. Its local voice services include local voice and data telecommunications services, such as basic local exchange service, exchange access, private line, and high speed data and pay phone; integrated voice, data, and Internet protocol (IP) services; and packet services.
This segment also provides IP connectivity, managed IP, messaging, electronic commerce services and managed networking services, professional services, and outsourcing solutions; enterprise networking services; enterprise remote access services; Web services; and security services. It offers local, interstate, and international wholesale networking capacity and switched services to other service providers. The Consumer Services segment provides interstate and intrastate long distance telecommunications services throughout the continental U.S. and telecommunications services to and from Alaska, Hawaii, Puerto Rico, and the Virgin Islands, as well as international telecommunications services to and from various nations and territories worldwide.
It provides bundled local and long distance services; calling card services; transaction-based services; Internet; and residential voice over IP services. AT&T Corp. was formerly known as American Telephone & Telegraph Company and changed its name to AT&T Corp. in April 1994. The company was founded in 1885 and is based in Bedminster, New Jersey. AT&T Corp. operates as a subsidiary of AT&T Inc.
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IndustryInformation Technology
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No. of Employees241,810
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Website
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Jobs Posted5330
