At Verizon, we innovate constantly to help the biggest names in business do business – quicker and smarter. It takes vision. It takes focus. And we apply both every bit as much to the way we do business too. The brightest minds, the latest technologies and pioneering processes are combining to enhance this critical business function at our Center for Excellence. We’re finding new ways to add value and provide strategic support. This is the kind of work we do. And you can be part of it.

The individual will contribute significantly and support Verizon’s direct managed outsource model by ensuring the vendor is delivering high quality performance. Responsibilities include but are not limited to ensuring the vendor is meeting or exceeding metric targets, auditing several aspects of the vendor work, writing process documentation, providing access to systems, responding to formal customer escalations. The candidate will demonstrate a strong knowledge of departmental processes and systems and drive improvements in the vendor’s performance. The candidate will focus on process compliance, improvements and documentation.

This position requires a candidate with the ability to assess situations and analyze audits, design and implement creative or practical solutions; strong written and verbal communication skills, proficiency in use of standard Microsoft tools. This position requires a candidate who is able to multi-task and shift gears quickly. The individual must be able to drive results within a team which he/she does not have direct authority.

Specific role responsibilities include, but are not limited to:

  • Work closely with outsourced management on a daily basis
  • Support all segments of the outsourced work activities around Training, Quality, Metrics, Customer Experience, Process
  • Ensure vendor is compliant with internal policies, controls, and external regulations
    • Auditing components of the vendor work
    • Process compliance
    • Identifying improvement opportunities
  • Drive vendor to improve performance in all areas
  • Drive profitability and productivity improvements
    • Utilize audits findings, side by side and remote observations, and analysis
  • Escalation oversight; responding to formal complaints (CERS), reduce volume of internal complaints through root cause analysis
  • Participate in user acceptance testing activities associated with new or modified systems
  • System Access management for contractor team, including termination
  • Create monthly newsletter



  • 2 years of professional experience in a customer service, call center or related environment
  • Strong organizational skills with attention to detail
  • Strong focus on quality and customer service skills
  • Well-developed writing and proof-reading skills
  • Proven ability to analyze data and draw appropriate conclusions
  • Strong written and oral communications skills
  • Ability to identify gaps, leverage strengths of the vendor, and drive improvements through partnership
  • Ability to build strong business relationships
  • Ability to function in a fast paced environment and meet deadlines
  • Ability to manage multiple tasks that may or may not be related
  • Proficiency in Microsoft Office: Word, Excel, PowerPoint


  • Bachelor's Degree in Business or equivalent experience
  • Ability to work independently with minimal supervision
  • Exceptional teamwork and team building skills
  • Experience in using the following systems, but not limited to: CoFEE, iCollect, Datashare, iCredit, iFinals, Issue Referral and Investigation Database, ExpressTrak, RDF, eCRM, Billmatrix, Qfiniti, CFS Care. fMCI systems a plus (OCIS, IXPlus, Mega, RMS)
  • Experience in the technology or telecommunications industry preferred, but not required
  • Ability to travel if required

Our business is fuelled by our passion for delivering unprecedented results for customers in over 52 countries. Throughout the world, we’re helping to create a better future – transforming how doctors battle cancer, rescue workers save lives, and people, businesses and communities interact with one another. If you have the drive, talent, energy and commitment to join over 180,000 like-minded people who are unlocking this positive potential of technology, we’ll support you every step of the way. Whether that’s through competitive compensation, award-winning training, or benefits so comprehensive we call them Total Rewards.

Start creating powerful answers today.  


Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Learn more

Learn more about Finance jobs

Your Careers Account

Create or update your career account

Related Careers