Quality Control Supervisor

Responsibilities

• Lead, schedule, and supervise daily work activities of Quality Control (QC) staff or technicians conducting audits and quality checks.
• Perform regular audits of field operations and completed jobs to ensure adherence to company procedures, safety standards, and client specifications.
• Analyze quality data to identify trends and root causes of recurring issues; recommend and implement corrective actions.
• Provide real-time feedback and retraining to technicians on job quality, safety, and compliance matters.
• Collaborate with Fulfillment Supervisors and Area Managers to correct service delivery gaps and ensure alignment with quality benchmarks.
• Maintain accurate records of audit findings, corrective actions, and follow-ups using quality management systems and reporting tools.
• Support onboarding, training, and upskilling of technicians by coordinating with Training Instructors.
• Assist in developing and refining quality metrics, process documentation, and inspection criteria.
• Participate in incident reviews and contribute to a culture of continuous improvement and safety.
• Ensure compliance with OSHA, client-specific, and internal safety protocols.

Requirements

• Associate’s degree in technical field or equivalent qualification.
• Technical certifications relevant to the telecom and broadband industry preferred.
• Experience: 3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience preferred.
• Practical understanding of technical services in telecom and broadband industry.
• Experience in work allocation and monitoring for customer facing operations.
• Understanding of customer service principles, practices.

Key Measures / Key Performance Indicators

• Technician Retraining Rate & Effectiveness
• Repeat Service Call Rate
• Audit Coverage Rate
• Inspection Accuracy Rate
• Documentation Compliance Requirements

Education

• Associate’s degree in technical field or equivalent qualification.

Physical Requirements

• Ability to stand, walk, and sit.
• Ability to use hands to handle or feet.
• Ability to reach with hands and arms.
• Ability to climb and balance.
• Ability to stoop, kneel, crouch, bend and crawl.
• Ability to lift up to 75 lbs.
• Ability to maintain all safety expectations.

Additional Comments

• ITG is an equal employment opportunity employer.
• This is a safety-sensitive position.
• ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.
• It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.