SPCLST Chnl Sales Enablement Sr

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About Frontier CommunicationsFrontier® Communications provides communications services to urban, suburban, and rural communities in 25 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure®  digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.Specialist, Channel Sales Enablement Sr- Quality AssuranceJob DescriptionThe Senior Specialist position will report into the Alternate Channel Manager of Sales Enablement and will be responsible for:Assisting the Alternate Channel Sales Enablement team in supporting Digital channels, our Multi-Dwelling Unit (MDU) business unit, Door to Door, Retail, and all Mass direct and Indirect sales channels.  The team is responsible for quality/compliance, training, communication, vendor management of Order Processing Center, and process development as well as analysis, planning, and executive level reporting of Quality/Compliance, Activation/Slippage trends and improvement initiatives.  Special Projects are frequently assigned along with any ad-hoc analysis required by the channel.This position will be charged with developing a complete QA program that not only safeguards the quality of our customer experience and compliance to company and regulatory requirements and disclosures, but also fosters a “quality culture,” in which all employees and vendor partners become actively engaged in guaranteeing a positive customer experience and increases Sales Order Activation Rates.Responsibilities include but not limited to the following:Create, implement, and manage a Quality Assurance Program in partnership with both Internal Employee and outside Vendor Partner Teams to include:Expectations/StandardsWell defined measures of successProcedures/Principles for all QA audit and calibration requirementsSchedule/Plan, execute, oversee, and measure all Alt Channels QA activitiesCarefully maintain results, records and tracking systems including root cause and corrective actionsCreate and Maintain QA Audit Forms in accordance with Company guidelines and external regulatory requirementsDocument all QA activities with internal reporting and auditsDevelop Executive Level reporting processesIdentify training and communication needs and take action to ensure compliance in all areas of Alternate ChannelsAnalyze and investigate Customer Escalations to identify root cause and pursue continued evolution of the QA Program to close gaps negatively impacting the customer experienceProvide training and support of QA activities and requirements of both Internal Channel Managers as well as External Partner QA representatives.Previous Experience and Educational Requirements5 years experience in sales, quality assurance, training preferredBA/BS recommendedSpecial Skill RequirementsKnowledge of QA terminology, methods, and toolsExcellent analytical and problem-solving skillsIntermediate to advanced skills in Microsoft OfficeProfessional certification such as Six Sigma preferred but not requiredWillingness to travel up to 25%

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