Job Description

Responsible for overseeing quality assurance and control processes across operational teams to ensure compliance with company standards, client expectations, and regulatory requirements. This role supervises field and operational audits, provides coaching and corrective action, and collaborates with operations to drive continuous improvement in service quality and technician performance.

Requirements:

Education: Associate’s degree in technical field or equivalent qualification. Technical certifications relevant to the telecom and broadband industry preferred.

Experience: • 3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience preferred. • Experience in carrying out technical services in the telecom or related industries

Exposure:

• Practical understanding of technical services in telecom and broadband industry.

• Experience in work allocation and monitoring for customer facing operations. • Understanding of customer service principles, practices.

Factors critical to success at ITG Communications for this position (not more than 3):

• Workforce management and field operations skills, with a focus on customer facing work execution • Excellent problem-solving and decision-making abilities • Effective communication skills with both team members and clients

Physical Requirements

• Ability to stand, walk, and sit

• Ability to use hands to handle or feet

• Ability to reach with hands and arms

• Ability to climb and balance

• Ability to stoop, kneel, crouch, bend and crawl

• Ability to lift up to 75 lbs

• Ability to maintain all safety expectations.

Please note:

This is a safety-sensitive position. The employee has responsibility for their own safety and the safety of others. The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements. This includes but is not limited to: • Following all required safety protocols and procedures • Using appropriate personal protective equipment (PPE) • Operating vehicles and equipment safely • Maintaining valid certifications and licenses as required • Participating in mandatory safety training and meetings • Reporting unsafe conditions or practices • Passing required drug and alcohol screening • Maintaining physical capabilities necessary to perform essential job functions safely Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.

Responsibilities:

Lead, schedule, and supervise daily work activities of Quality Control (QC) staff or technicians conducting audits and quality checks.

Perform regular audits of field operations and completed jobs to ensure adherence to company procedures, safety standards, and client specifications.

Analyze quality data to identify trends and root causes of recurring issues; recommend and implement corrective actions.

Provide real-time feedback and retraining to technicians on job quality, safety, and compliance matters.

Collaborate with Fulfillment Supervisors and Area Managers to correct service delivery gaps and ensure alignment with quality benchmarks.

Maintain accurate records of audit findings, corrective actions, and follow-ups using quality management systems and reporting tools.

Support onboarding, training, and upskilling of technicians by coordinating with Training Instructors.

Assist in developing and refining quality metrics, process documentation, and inspection criteria.

Participate in incident reviews and contribute to a culture of continuous improvement and safety.

Ensure compliance with OSHA, client-specific, and internal safety protocols.

Additional Comments:

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

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