Lead Qual/M&P Process

AT&T•Dallas, TX

5d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. Responsible for supporting quality standards, methodologies, and processes in alignment with industry best practices.

Requirements

Bachelor’s degree (BS/BA) desired.
5+ years of related experience.
Certification is required in some areas.
An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge of AI technologies.
The role will lead redesign of how business customer experience fiber service delivery through AI, automation, and data-driven insights to improve speed, reliability, personalization, and scalability of service delivery.
Leads significant projects with strategic autonomy, influencing executive decisions.
Mentors and trains less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.

Responsibilities

Process Improvement and Quality Assurance: Analyzing current processes and recommending improvements to enhance efficiency and quality.
Conducting root cause analysis and implementing corrective actions to resolve product quality issues.
Data Analysis and Performance Metrics: Collecting, tracking, and analyzing performance data to identify trends and areas for improvement.
Documentation and Reporting: Maintain detailed records of process changes, quality checks, and improvement initiatives.
Project Management and Collaboration: Facilitating process improvement projects, ensuring timely completion and adherence to budget.
Collaborating with cross-functional teams and external vendors to implement process changes and support continuous performance improvements.
Other duties as assigned: Supporting processes related to surveys, customer support, performance evaluation, and/or training.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: 8critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone