Quality Assurance Officer at Fibrehub Internetworking Limited

Job Summary

We are seeking a Quality Assurance Officer who will ensure that network services, customer support, installations, and overall operations meet defined quality standards. The role involves monitoring processes, testing service delivery, auditing customer interactions, and recommending improvements to enhance service reliability, compliance, and customer satisfaction.

Responsibilities

• Monitor network performance metrics (uptime, latency, bandwidth utilization) to ensure compliance with SLAs
• Conduct routine quality checks on service installations, fault resolutions, and maintenance activities
• Verify that customer-facing services (internet, VoIP, data solutions) meet quality benchmarks
• Audit operational workflows (installation, provisioning, ticket resolution, customer onboarding)
• Ensure adherence to internal SOPs, regulatory standards, and ISO/ITIL best practices
• Maintain documentation of audits and report non-conformities
• Perform random checks on service installations and field operations
• Validate network optimization reports, service test results, and escalated fault closures
• Conduct periodic call monitoring, ticket reviews, and customer satisfaction checks
• Assess customer feedback, complaints, and satisfaction surveys to identify service gaps
• Monitor response and resolution times to ensure SLA compliance
• Recommend corrective measures to improve service delivery
• Prepare weekly and monthly QA reports on compliance, performance, and improvement areas
• Provide feedback to management on trends affecting quality and customer satisfaction
• Participate in continuous improvement initiatives across departments

Requirements

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or related field
• 2–4 years of experience in quality assurance, service delivery, or network operations