Quality Assurance Specialist
3 weeks ago
Ciena is committed to our people-first philosophy, prioritizing a personalized and flexible work environment that empowers individual growth, wellbeing, and belonging. We're a technology company that leads with our humanity, driving business priorities alongside meaningful social, community, and societal impact.
Job Summary:As a Quality Account Manager, you will work closely with internal and external customers, collaborating with Global Quality engineers to deliver high-quality products in a timely and cost-effective manner. You will be responsible for tracking and identifying causes of customer-impacting issues, driving cross-functional teams to understand their root causes, and implementing upstream preventive actions.
Key Responsibilities:- Analyze and communicate customer results with relevant teams
- Work directly with account teams and customers on customer needs
- Monitor and report metrics tracking continuous quality improvements
- Create a collaborative working approach to addressing customer quality concerns
- Recommend and implement changes to Ciena's quality assurance procedures
- Participate in day-to-day Quality activities, supporting the Global Customer base
- Review requirements with developers and other Quality engineers for consistency and accuracy
- Participate in established test processes and methodologies
- Work with other departmental staff to achieve Quality team objectives
- Initiative: Self-starter with limited direction, committed to delivering against aggressive deadlines
- Customer-first mentality: Prioritizing customer needs
- Agility: Flexibility between strategic and tactical priorities, maintaining a balanced approach to problem-solving
- Communication expertise: Tailoring messages to audiences for understanding and consensus
- Flexibility to work independently and as part of a broader team
- Relationship builder: Influencing at all levels, developing trusted connections
- Commitment to innovation: Staying abreast of competitive developments and formulating new ideas
- B.S. degree in Computer Science/Engineering or related technical field
- Minimum 2 years of proven quality experience
- Documented training and certifications desired
- Strong knowledge of customer baselines and telecom equipment
- Ability to manage multiple projects with changing requirements
- Detail-oriented, reliable, and able to work with minimal direction
- Experience finding root causes of defects in complex platforms
- Strong desire for a career path in Quality engineering
- Ability to perform statistical analysis and data interpretation
- Proficient with Microsoft Office suite
- Analytical, detailed thinker with strong technical skills
- Ability to thrive in a collaborative environment
- Good interpersonal skills and strategic partnerships
- Strong work ethic with flexibility to work flexible hours
- Team player with energy and drive from working with others
- Prior experience with SQL, Salesforce, JIRA, and software application testing a plus
- Previous experience with customer communication
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