Associate Director-Quality/M&P/Process at AT&T in Atlanta, Georgia

Job Description:

Overall Purpose:

Responsible for the content management strategy and execution of articles within AT&T’s knowledge management platform for frontline representatives.  Manages, directs and supervises employees responsible for methods and procedures supporting AT&T video products and services (AT&T TV and DIRECTV). 

Key Roles and Responsibilities:

Responsible for leading accurate method and procedures to support frontline representatives selling and supporting AT&T video customers.  Directs the design, facilitation, and content on AT&T’s knowledge management platform, Salesforce KM. 

Directs the planning, developing, and implementing techniques for ensuring the content articles are crisp, clear, and concise supporting the frontline representatives.  Reviews the articles within knowledge management, provides guidance to writers on the team to ensure content is accurate and easy to understand.

Assesses and may lead projects to analyze risks and costs and makes related recommendations to consolidate and optimize knowledge management content to simplify and optimize user experience.

Provides direction for defining process flows, business rules, and user requirements. Directs the development and implementation of operational performance metrics, process control points, and results management. Establishes performance measurements for processes based on analysis. Identifies and implements process improvement plans designed to increase customer satisfaction and improve service delivery. May oversee quality, method and procedures and process improvement project teams and related incentive programs.

Establishes quality control guidelines and testing procedures. Reviews quality control practices and procedures to ensure those quality standards are upheld. Writes, rewrites and or edits documents such as technical procedures, product offers, service support, and operational specifications to a range of sales and service audiences.

Provides coaching and development to senior managers on team. Performs all personnel management activities for subordinates including recruitment, training, performance evaluation and salary management.

Education: Bachelor Degree or related experience preferred Experience: At least 5 years related experience preferred Supervisory: Yes.