Quality Assurance Lead

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

The Quality Assurance Lead will oversee the quality of the Data Center operational standards and how they are implemented. They will oversee the implementation and application of training initiatives including onboarding to ensure service execution is aligned to client standards while ensuring the area's covered are observed and understood by the Milestone team in the execution of the service delivery. Utilizing existing tooling and RAG dashboards, they will review weekly reports with the Compliance Co-Ordinator and operations teams to identify trends and any concerning metrics, working to address in a timely manner. They will carry out audits onsite in Milestone operational locations that will review the team's approach and adherence to the expected standards, reporting their findings and implementing and managing internal remediations to correct issues. When necessary, they will act as support to sites that may be having operational or leadership challenges, travelling to these sites to assist with course correcting or remediating issues; forming part of Tiger Teams for sites with significant challenges.

How You Will Make an Impact:

• Engage with Milestone Operational Leadership and field teams to ensure execution of required training programs including new hire onboarding and employee development
• Oversee the assignment of Meta SOP Training content to the Milestone Field teams to support quality of service execution and adherence to Service Compliance.
• The axis-point that all Milestone leadership funnel training discussions and requirements through, ensuring continuous review of content to ensure training remains up to date and relevant.
• Travel to sites to conduct periodic audits to assess the application of standards within field operations, with the purpose of providing insights and observations and remediating gaps
• Facilitate remediation plans that are created from site audits
• Oversight of compliance metrics to continuously review and identify areas of concern
• Responsible for the upkeep and maintenance of accurate training records, and associated reports and metrics
• Responsible for all training data and insights for MBR and QBR reporting
• Proactively work with Milestone Continuous Improvement team to develop training service improvement and automation
• Ensure all non-SOP and regulatory training required by our teams is in place and up to date
• Able to work as part of a team and provide support to all regions globally
• Other duties as required.

What you will need to Succeed:

• Minimum 3+ years of field experience in training and facilitation.
• Minimum 2+ years' experience or a qualification in data analysis
• Leadership experience in a data center or logistics environment
• Experience / knowledge of implementing training programs, processes and procedural documentation.
• Knowledge of training best practices and implementation
• Data center, Logistics, construction, or similar industry safety experience with full time employee and client experience
• Excellent written and verbal communication skills, including comfort interfacing with site leaders.
• High ethical standards with proven ability to handle highly confidential and sensitive information, excellent judgment, discretion and diplomacy.
• Experience in a fast paced, changing/growing organization.
• Ability to develop and implement department goals and strategies.
• Capability to travel up to 50% throughout the year.
• Strong analytical skills with demonstrated problem-solving ability

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Estimated Pay Range: $72,300 - $77, 300 USD

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.