Supervisor, Field Operations- Quality Control & Audit

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for supervising the daily activities of a Team of Audit/QC Technicians responsible for audits and quality control inspections as well as piracy. Delegates work flow from a prepared leads database, locating and recovering modified converters used to receive unauthorized cable services, unauthorized connections of Comcast services, Quality Control (Q.C.) inspections of contract auditors and Q.C. of in-house and contractor Installation and Service personnel. Auditors will assist Area field teams with tone and tagging of drops, pending disconnects with access issues and MDU cold audits where high rates of unauthorized viewers exist. Follows up on tracking and reporting of UV rates, UV conversions, piracy cases and overall quality trending. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

Job Description

Core Responsibilities

• Prioritizes work flow based on Leads and Area feedback.
• Recovers modified converters used to receive unauthorized cable services.
• Communicates corrective actions to be taken regarding the customer.
• Ensures accurate disconnection of illegal cable services at pedestal, vault, lock box, or pole, as appropriate.
• Establishes and maintains daily, weekly and monthly reporting of success rates around all activities.
• Develops regional Q.C. programs and associated reporting to support field quality in areas of installations.
• Establishes contractor relationships for potential contract audit programs.
• Completes and maintains appropriate paperwork, as required, including field observation reports, lead sheets and weekly activity reports.
• Works with law enforcement agents and officials to provide court testimony, as needed.
• Oversees operation and maintenance of assigned vehicles, equipment and tools within company safety standards; maintains required certifications and Technical Standards. Provides employee training and development.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Customer Experience (CX); Management Reporting; Scheduling; Workflow Process

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years