Customer Quality Advocate

6 months ago

Ottawa, Canada Ciena Full time

**Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.**

**Not ready to apply? Join our** **Talent Community** **to get relevant job alerts straight to your inbox.**

**Why Ciena**:

- We are big proponents of **life-work integration** and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
- We believe an **inclusive, diverse, and barrier-free** work environment makes for empowered and committed employees.
- We recognize the importance of **well-being** and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
- We are committed to **employee development**, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
- We know that **financial security** is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
- We realize **time away** to recharge is important. We offer flexible paid time off
- Great work deserves **recognition. **We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

**How You Will Contribute**:

- Analyzing and communicating customer results with the appropriate teams
- Directly working with account teams and customers on customer needs.
- Monitoring and reporting appropriate metrics that track our continuous improvements in quality
- Creating a cross-functional, collaborative working approach to addressing customer quality concerns
- Recommending and implementing changes to Ciena’s quality assurance procedures
- Participating in the day-to-day Quality activities, supporting the Global Customer base
- Review requirements with developers and other Quality engineers for consistency and accuracy
- Participate in the use of established test processes and methodologies
- Work with other departmental staff to achieve Quality team objectives
- Take on other duties, and special projects as needed.

**What Does Ciena Expect of You?**
- ** Initiative -** you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- A **customer first mentality - **what’s important to the customer is also important to you.
- ** Agility **- with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
- ** Communication expertise** - you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
- The flexibility to **work independently** and as **part of a broader team** - you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
- ** Relationship builder** - with a proven ability to influence at all levels, you’re able to quickly develop trusted connections and get work done through others.
- ** A commitment to innovation **- you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

**The Must Haves**:

- 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 overall telecom equipment.
- Ability to manage multiple projects at one time, often with changing requirements as scrum team needs may dictate. Comfortable presenting to internal/external executive stakeholders.
- Must be detail oriented, reliable and ability to work both in a team environment and alone with mínimal direction and supervision
- Experience with finding the root cause of defects in a complex platform environment
- Strong and demonstrated desire for a career path in Quality engineering
- Ability to perform statistical analysis and perform analytical practices with data interpretation
- Proficient with Microsoft Office suite (PowerPoint, Excel, Teams, Power BI)

**Assets**:

- Analytical, detailed thinker with strong technical skills.
- Ability to thrive in a collaborative environment where virtual teams will deliver results
- Good interpersonal skills and strategic partnerships.
- Strong work ethic with ability to work flexible hours, occasional evening and weekends.
- Must be a team player, draws energy and drive in working with others.
- Prior experience with SQL, Salesforce, JIRA and Software Application testing a plus.
- Previous Experience with Customer Communication

LI-BS1 #LI-REMOTE

*

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