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Director, Quality & Compliance

Company: Ritter Communications
Location: Jonesboro
Posted on: January 12, 2022

Job Description:

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906. Today, Ritter Communications serves 92 communities and more than 45,000 customers across Arkansas, northeast Texas, southeast Missouri, and west Tennessee. The company has grown steadily over the years, expanding rapidly and is now the largest privately-held regional broadband fiber, telecom, video and cloud services provider in the Mid-South. Ritter invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer focused experience. General Summary: The Director of Quality & Compliance serves as a consultant to department Managers, Directors, and VPs in identifying, devising, and implementing essential measurable processes and outputs within each department that feed into the end-customer experience. This role supports the company initiative to drive customer satisfaction, revenue, retention, and loyalty. Results are ultimately measured at the company level through biannual NPS scores and cross-functional PULSE internal satisfaction scores.Job Requirements:Essential Job Functions:

  • Builds and maintains -strong -relationships with leaders of each customer-impacting department;
  • Serves as a consultant to department leaders to create and maintain meaningful process optimization, quality measurements and reporting of key work outputs;
  • Assists department leaders in recognizing opportunities for enhanced performance and employee accountability systems;
  • Maintains awareness of and is vigilant of process changes that negatively impact users downstream of those business processes; Applies mitigation techniques where required;
  • Continually meets with department leaders to enhance customer-impacting processes as identified through various customer listening posts;
  • Identifies business opportunities and directs efforts to research and evaluate business opportunities for continued company development and expansion of customer service and support;
  • Maintains the Ritter's NPX system for Touchpoint, and NPS, and PULSE surveys;
  • Administers and facilitates the company's PULSE cross-functional process-optimization efforts;
  • Works with ASD to extract customer data as needed to identify key improvement opportunities with various customer segments;
  • Works with departments to establish processes and compliance measurements for regulated policies/practices such as ACP, Ray Baum, Kari's Law, etc.;
  • Has direct oversight of Enterprise and/or Residential Customer Care teams;
  • Resolves difficult customer issues and problems, especially orders and billing of large customers and/or vendors;
  • Remains current with changing trends in the telecommunications and customer experience industries by reviewing various periodicals and related information;
  • Participates in various industry and community committees in support of Ritter Communications;
  • Performs all other related duties as assigned by VP of Customer Experience. Knowledge, Skills, and Abilities:
    • Knowledge of Six Sigma or comparable quality improvement disciplines is highly preferred;
    • Knowledge of telecommunications industry;
    • Knowledge of telecom operations, technology, and equipment;
    • Knowledge of supervisory and finance principles and practices;
    • Knowledge of company products and services;
    • Skill in operating various office equipment such as personal computer, various software programs, and telephone systems;
    • Skill in oral and written communication;
    • Skill in public speaking;
    • Skill in reading and -understanding -financial reports, industry regulations, and proposed legislation;
    • Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner;
    • Ability to demonstrate skills in leadership and general management;
    • Ability to organize and prioritize multiple work assignments;
    • Ability to pay close attention to detail;
    • Ability to make sound decisions using information at hand;
    • Ability to create a team environment and sustain employee morale;
    • Ability to travel for business requirements; must possess a valid Driver's License with a satisfactory driving record. Education and Experience: Bachelor's degree in management, communications or equivalent, plus five years of experience in telecom industry preferred. Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We strive to maintain a drug-free workplace. We offer -competitive -compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more! Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Ritter Communications, Jonesboro , Director, Quality & Compliance, Executive , Jonesboro, Arkansas

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