Quality Assurance & Governance Engineer

Quality Assurance & Governance Engineer

Overview & Qualifications

Education

• Bachelor of Telecommunication, IT, Engineering, Business Administration or related field.

Experience & Requirements

• 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

• Contract & SLA Mapping: With Commercial Management, map SLA, penalty and credit clauses in every vendor contract; measure response and repair time per ticket; evidence each breach.
• Claims & Breach Reporting: File claims within each contract’s claim window, send breach reports to vendor account managers and billing teams, and reconcile credit notes with Finance.
• Historical Ticket Review: Review past third-party tickets still within their claim windows and confirm the recoverable value.
• Customer SLA Tracking: Track response, resolution and uptime against customer SLAs and act on breaches before customers notice.
• Ticket Auditing: Audit a monthly ticket sample for categorisation, timestamps, root cause and closure; give written feedback.
• Regulatory Audit Readiness: Keep the TCRA SLA documentation pack (client SLAs, performance records, complaint logs) audit-ready always.
• SOP Maintenance & Governance: Keep SOPs current and track adherence by internal teams and external vendors; log every gap and follow it to closure.
• Governance Reporting: Reconcile CRM, monitoring and billing data into a monthly governance report: SLA compliance, vendor scorecards, credit filed and recovered, open actions.

Key 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.

Note from Employer:

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

Only shortlisted applicants will be contacted.