Conduct QA compliance audits of products and processes. Review product and process non-conformance and recommend remedial actions including but not limited to modifications of processes, products or QA standards where warranted. Analytical and structured mindset, able to understand a complex environment, gather relevant information and draw valuable conclusions; ability to connect operative/ strategic levels of thinking.

* Respond to customer inquires regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail. * Utilize computer/on-line guidelines in responding to customer inquiries. * Inform customers about services available and assess customer needs. * Handle customer problems related to product function or the replacement of defective parts. * Complete, process, and maintain applicable paperwork and records. * Gather information, research/resolve inquiries and logs customer calls. * Handle disgruntled and dissatisfied customers in a courteous and professional manner. * Strive to resolve customer issues on the first call without having to transfer callers. * Follow escalation procedures as needed. * Up-selling.