Quality Assurance & Governance Engineer

Company: Yas Fiber

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in:
  • Telecommunication
  • Information Technology
  • Engineering
  • Business Administration
  • Or a related field
• 3 years’ experience in:
  • Quality assurance
  • SLA management
  • Vendor management
  • Internal audit
• Experience should ideally be within:
  • Telecommunications
  • ISP
  • IT services
• Demonstrated experience interpreting and applying commercial contract clauses, including:
  • SLAs
  • Penalties
  • Service credits

CORE RESPONSIBILITIES

• Work with Commercial Management to map:
  • SLA clauses
  • Penalty clauses
  • Credit clauses
    in every vendor contract.
• Measure response and repair time per ticket.
• Maintain evidence of each breach.
• File claims within each contract’s claim window.
• Send breach reports to:
  • Vendor account managers
  • Billing teams
• Reconcile credit notes with Finance.
• Review past third-party tickets that are still within their claim windows and confirm the recoverable value.
• Track:
  • Response
  • Resolution
  • Uptime
    against customer SLAs.
• Act on SLA breaches before customers notice.
• Audit a monthly ticket sample for:
  • Categorisation
  • Timestamps
  • Root cause
  • Closure
• Provide written feedback from ticket audits.
• Keep the TCRA SLA documentation pack audit-ready at all times, including:
  • Client SLAs
  • Performance records
  • Complaint logs
• Keep SOPs current.
• Track adherence to SOPs by:
  • Internal teams
  • External vendors
• Log every gap and follow it through to closure.
• Reconcile:
  • CRM data
  • Monitoring data
  • Billing data
    into a monthly governance report.
• Ensure the monthly governance report includes:
  • SLA compliance
  • Vendor scorecards
  • Credit filed and recovered
  • Open actions

COMPETENCIES

• Advanced Excel skills, including:
  • Pivot tables
  • Lookups
  • Power Query
• Experience with dashboard tools such as:
  • Power BI
  • Grafana
• Working knowledge of service metrics, including:
  • Availability
  • MTTR
  • Response time
  • SLA tiers
  • Escalation matrices

EQUAL EMPLOYMENT OPPORTUNITY

“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.”

Only shortlisted applicants will be contacted.