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Specialist, Methods & Procedures


Bangalore, Karnataka, India

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This position is responsible for defining, implementation, and support of Service Assurance processes to include MOW/Domestic locations and Managed Services/Domestic US products with the goal of improving trouble ticket management efficiencies and performance results so AT&T becomes Best in Class. Leads the planning, developing, and implementing of techniques which will ensure quality levels are maintained.

Roles and Responsibilities:

- Facilitates a cross-organizational team to enhance and support MOW & Domestic Service Assurance process flows
- Redesigns the Service Assurance process flow and obtain concurrence from all stakeholders
- Identification of Platform enhancements required to support the redesigned process
- Manages the implementation and roll out of the process and platform enhancements
- Authors needed M&P, Job Aids, and training materials
- Performs Training of center personnel

Key Competencies and Skills:

At least 5 years related experience preferred in Service Assurance center

Education and Qualifications:

Bachelors Degree or related experience preferred

Additional Information:

This position works 10-7 local time and on occasion will need to work different hours based on the needs of the business.