NEW VACANCY
Let’s grow together, become our Quality Assurance & Governance Engineer
Bachelor of Telecommunication, IT, Engineering, Business Administration or related field.
3+ years in quality assurance, SLA or vendor management, or internal audit, ideally in telecom, ISP or IT services.
Demonstrated experience interpreting and applying commercial contract clauses: SLAs, penalties and service credits.
With Commercial Management, map SLA, penalty and credit clauses in every vendor contract; measure response and repair time per ticket; evidence each breach.
File claims within each contract’s claim window, send breach reports to vendor account managers and billing teams, and reconcile credit notes with Finance.
Review past third-party tickets still within their claim windows and confirm the recoverable value.
Track response, resolution and uptime against customer SLAs and act on breaches before customers notice.
Audit a monthly ticket sample for categorisation, timestamps, root cause and closure; give written feedback.
Keep the TCRA SLA documentation pack (client SLAs, performance records, complaint logs) audit-ready always.
Keep SOPs current and track adherence by internal teams and external vendors; log every gap and follow it to closure.
Reconcile CRM, monitoring and billing data into a monthly governance report: SLA compliance, vendor scorecards, credit filed and recovered, open actions.
Advanced Excel (pivot tables, lookups, Power Query) and dashboard tools such as Power BI or Grafana.
Working knowledge of service metrics: availability, MTTR, response time, SLA tiers and escalation matrices.
“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices”.
Only shortlisted applicants will be contacted.
