Quality Assurance & Governance Engineer

Closing date: 2026-11-12 Hiring location: Dar es Salaam Career level: Middle Experience: 3 - 5 Years Job Description 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. Skills required: Business Skills; Collaboration Skills; Communication Skills; Computer Skills; Engineering Skills; Technology Skills