When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

As the Quality Assurance (QA) Manager, you will be responsible for monitoring, tracking, and reporting on all quality assurance measures including program Service Level Agreements (SLAs) related to system and program performance on a large and complex Unified Communications and Contact Center (UC/CC) environment.

The QA Manager will be responsible for the following tasks:

  • Crafting and ensuring adherence to quality assurance plans.
  • Running and reporting on the quality control program.
  • Interfacing with operations staff and customer executives.
  • Running the continuous improvement program and the monthly process improvement review.

In addition, the QA Manager may be asked to research and resolve reported quality and customer satisfactions issues. The QA Manager will work closely with the Customer Service Manager, Operations Manager, and network operations center (NOC) resources to measure, monitor, and track adherence to SLAs and implement corrective actions when necessary. The QA Manager will have overall responsibility for managing against the customer’s Quality Assurance Surveillance Plan and for maintaining and updating the program's Quality Assurance Plan.

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager. It is a contractual requirement that the person must live within two hours of Baltimore, MD, for this role.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Knowledge of and/or experience in UC and CC technologies environment.
  • Ability to obtain and maintain government sponsored security clearance.

Even better if you have one or more of the following:

  • Advanced degree.
  • Already holds active Government Sponsored Public Trust clearance.
  • Ten or more years of experience in Quality Assurance and/or Project Management.
  • Ability to function with a large and complex technical environment with many functional teams, vendors and resources.
  • Experience managing complex initiatives and interfacing with internal and external partners, including vendors.
  • Ability to provide group meeting facilitation and presentation skills.
  • Strong analytical, planning, business development and problem-solving skills with a strong ability to develop quality models and internal/external research to support business decisions.
  • Strong communication and interpersonal skills that enable comfortable interaction with senior executives (both internal and customer), program staff and partners.
  • Ability to manage multiple priorities and effectively manage time in fast-paced, self-directed environment.
  • Ability to lead and influence cross-functional work groups, manage project teams and achieve results.
  • Project Management Professional (PMP) certification.
  • Certification in accordance with the Information Technology Infrastructure Library® (ITIL) Foundation.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.

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