Quality Analyst overseeing Management Systems compliance, CAPA reports, and internal audits at Univar Solutions. Ensuring quality in manufacturing and engaging with staff training.
About the role
- Porting Analyst managing customer phone number transitions to Weave's platform. Ensuring smooth transitions by coordinating with carriers and customer offices while documenting actions taken.
Responsibilities
- Review and Analyze Rejections
- Assess port rejections assigned daily.
- Identify and interpret the specific rejection reason to determine the appropriate resolution path.
- Coordinate with Stakeholders
- Reach out to customer offices, carriers, or internal teams to gather missing information or documentation.
- Documentation and Tracking
- Accurately document actions taken, communications made, and resolution steps.
- Ensure all records are updated to maintain transparency and continuity of case handling.
- Customer Experience Support
- Proactively communicate with internal teams to minimize delays and ensure smooth porting experiences.
- Contribute to reducing porting rejections by flagging recurring issues or process gaps.
- Compliance and Quality Assurance
- Adhere to carrier requirements, company policies, and regulatory guidelines when handling rejections.
- Maintain high attention to detail to prevent repeated rejections and ensure first-pass success.
- Continuous Improvement
- Provide feedback on common rejection trends to help refine onboarding and porting processes.
- Collaborate with team members to share best practices and improve overall efficiency.
Requirements
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- 1–2 years of experience in telecommunications, customer support, number porting, or a related field preferred.
- Experience working in a ticketing, CRM, or case management system is a plus.
- Understanding of Local Number Portability (LNP) processes and terminology is highly desirable.
- Familiarity with Customer Service Records (CSRs), billing statements, and telecom documentation.
- Basic knowledge of FCC/telecom compliance guidelines is a plus.
- Strong problem-solving and analytical thinking to quickly interpret rejection reasons and determine next steps.
- Excellent written and verbal communication skills for working with internal teams, carriers, and customer offices.
- High attention to detail with the ability to manage multiple cases simultaneously.
- Strong organizational skills to track and resolve rejections efficiently.
- Ability to work independently while also collaborating within a team environment.
- Proficiency with common business software (Salesforce, Google Workspace).
- Comfort with learning and navigating CRM/ticketing systems.
Benefits
- Hybrid work schedule (Monday - Wednesday in office, Thursday/Friday remote)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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