GCI's Quality & Data Control Specialist III will e nsure accuracy and quality of Customer Service sales, billing, and work tasks. To ensure customer account accuracy and reinforcement of required product bundling.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• Auditing of Sales, Billing, and work tasks.

• System User Acceptance Testing.

• Training, Testing, and Development.

• Data Assurance & Integrity Reporting.

• Procedure training and documentation.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

• Ability to follow through complex issues to conclusion.

• Take accountability and ownership for performance.

• Self-motivated with a desire to exceed expectations.

• Take a positive and innovative approach to problem solving.

• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

• Ability to advise and develop representatives with the goal of improving their performance and professionalism.

• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

• Excellent verbal and written communication skills.

• Professional communication in personal and group settings.

• Ability to be sensitive to both verbal and non-verbal communications skills.

• COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes, regulations, policies, procedures, guidelines, etc.

• Ability to make ethical and appropriate decisions.

• CUSTOMER FOCUS - Develops positive rapport with customers. Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

• RESULTS - Uses a combination of knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

• Ability to develop and maintain databases; generate reports and scorecards in a timely fashion on a regular basis.

• Ability to manage and prioritize multiple projects.

• Ability to learn and maintain knowledge regarding company policies, procedures in respect to

• customer service, product lines, campaigns and promotions, collections, installation, and repair,

• associated billing systems and databases for residential and business customers.

• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

• Must be able to maintain company confidential, proprietary, and customer account information.

• MS Office knowledge (e.g., Outlook, Teams, Word, Excel).

• Knowledge of the Internet and windows-based applications, including, but not limited to, Word, Excel, and e-mail systems.

• Knowledge of billing systems.

  Level Definition

  Position Title: Quality & Data Control Specialist III

  Grade: A11

  Additional Job Requirements:

  With minimal supervision work on complex projects and tasks to ensure customer account accuracy and reinforcement of required product bundling. Support and provide instruction to representatives and management statewide to improve accuracy. Pull weekly reporting for management team to enforce accuracy and provide updated reports to the Quality Team.

  Essential Duties:

  Data Assurance & Integrity Reports:

• Resolve revenue leakage by pulling and distributing reports and creating scorecards on revenue impacting items such as mileage control audit, duplicate discounts, product bundling reporting and expired promotional reports.

• Work invoice audits, identifying billing discrepancies and coaching opportunities.

• Create tickets for known issues identified through invoice audit and communicate to impacted teams.

• Provide invoice audit approval and capture all required internal audit documents. (screenshots, record approvals)

• Assist management with internal audit concerns such as pulling Callidus transactions and/or PureCloud recording.

  Procedures:

• Train and support Quality agents on proper procedures and coaching.

• Identify issues within order entry or procedure and work with management to assist with ticketing or procedure correction.

• Provide training for Tier’s for billing resolution, Cherwell ticket creation, EPQMP resolution, testing process and any manual or fallout processing.

  Testing & Development:

• Participate in new product requirements meetings and assist management with testing assignment and support.

• Verify all testing from QA team is on target and complete.

• Support Tier agents with any testing concerns and provide updates to management.

• Participate in new billing platform designs.

• Pull and distribute fall out reports from testing and cleanup projects.

  Additional Competencies:

• Ability to provide positive constructive feedback as needed to representatives, supervisors, and

  managers to support and training opportunities with the ability to coach and develop representatives with the goal of improving their performance and professionalism.

• Extensive knowledge of windows applications, Excel, Word, and email systems.

• Interpersonal skills: ability to work well with others under stressful, time restricted conditions.

• Display patience and tolerance to relay and obtain information and create and maintain positive rapport with customers and co-workers.

• Knowledgeable of billing systems.

• Ability to develop and maintain databases; generate reports and scorecards in a timely fashion on a regular basis.

  Minimum Qualifications:

  Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.

• Minimum of six (6) years in any combination; billing systems, customer service, call center, and/or office administration experience. *

  Preferred:

• Associate degree in Accounting, Business Management, Information Technology, or relevant field.

• Telecommunications experience.

• Knowledge of cellular equipment, product line procedures, collection processes, billing, and invoicing.

• Other telecom industry or job specific certifications.

  Required at ALL Levels

  DRIVING REQUIREMENTS:

  This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

  PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Work is primarily sedentary, requiring daily routine computer usage.

• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

• Ability to accurately communicate information and ideas to others effectively.

• Physical agility and effort sufficient to perform job duties safely and effectively.

• Ability to make valid judgments and decisions.

• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

• Must work well in a team environment and be able to work with a diverse group of people and customers.

• Virtual workers must comply with remote work policies and agreements.

  The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

  Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer.

  EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

  DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

  All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.