Norwich, NY Workplace Type: Office Employment Type: Salaried The Director of Quality Assurance will serve as the internal champion and primary architect for our TL9000 certification lifecycle. You will bridge the gap between corporate compliance and field-level execution, using discretion and independent judgment to develop stringent inspection protocols, manage corrective actions, and foster a company-wide culture of operational excellence and continuous improvement. Essential Functions • TL9000 & QMS Leadership: Direct the development, implementation, and maintenance of the company's Quality Management System to achieve and sustain TL9000 certification. Act as the Management Representative for all external quality audits. • ISP Construction Standards: Define and enforce comprehensive quality control guidelines for data center ISP construction, encompassing high-density fiber placement, MTP/MPO field terminations, rack builds, and Tier 1/Tier 2 optical testing (OLTS, OTDR). • Wireless Construction Standards: Define and enforce comprehensive quality control guidelines for Wireless Macro and Small Cell construction, encompassing civil construction, tower stack, and equipment add/move/change. • Audit & Compliance: Design and execute a rigorous internal audit program for both corporate processes and active construction sites. • Corrective & Preventive Action (CAPA): Lead the investigation of non-conformances, optical link failures, or client escalations. Implement robust CAPA processes using root-cause analysis (e.g., 5 Whys, Ishikawa) to eliminate recurring defects like dirty connectors or macrobends. • Data Analytics & Metrics: Establish key performance indicators (KPIs) and TL9000-mandated measurements (e.g., field defect rates, on-time delivery). Analyze operational data to identify trends and report executive summaries to the C-suite and client stakeholders. • Training & Mentorship: Develop specialized quality training programs for Operations Managers, Foremen, and Technicians, ensuring field teams are fully educated on client-specific tolerances and QMS documentation requirements. • Client & Vendor Quality Liaison: Interface directly with hyperscaler QA representatives and third-party commissioning agents to review closeout packages, defend testing data, and resolve quality disputes. Salary range is $80-100,000 per year, depending on experience What you'll need Knowledge, Skills, and Abilities • Quality Systems Expertise: Deep, authoritative knowledge of the TL9000 Quality Management System Requirements and Measurements handbooks, alongside ISO 9001 standards. • Analytical Leadership: Highly developed analytical and problem-solving skills with a proven track record in Lean Six Sigma, statistical process control, and defect reduction in a telecommunications or construction setting. • Communication: Executive-level written and verbal communication skills, capable of presenting complex data to executive boards and delivering constructive, corrective feedback to field personnel. • Certifications: TL9000 Lead Auditor certification highly preferred. Additional certifications such as BICSI RCDD, ASQ Certified Quality Engineer (CQE), or Six Sigma Black/Green Belt are strong advantages. Work Environment & Physical Demands • Setting & Travel: Based in a corporate office environment but requires regular travel (up to 30-40%) to active data center construction sites nationwide to conduct audits and oversee critical project milestones. • Hours: Must maintain a flexible schedule to support critical client deliverables, external audits, and executive reporting deadlines. • Physicality: Office work requires remaining in a stationary position for extended periods. Field site visits require the ability to navigate active construction zones, adhere to strict PPE requirements, and occasionally inspect overhead trays or under raised floors.