Quality Assurance & Governance Engineer

NEW | Fibe Let's grow together, become our Quality Assurance & Governance Engineer S ~ Bachelor of Telecommunication, IT, SAR 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 CORE RESPONSIBILITIES • 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 itto closure. • Reconcile CRM, monitoring and billing data into a monthly governance report: SLA compliance, vendor scorecards, credit filed and recovered, open actions. COMPETENCES • 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. ted to equal sand unbiased treatment of all indiv in all employment shortlisted applicants w Full advert (image): https://axian-group.csod.com/clientimg/axian-group/jobAdUploads/TIGO%20TZ/Adv_Quality%20Assurance%20and%20Governance%20Engineer.png