Quality Assurance Officer at Fibrehub Internetworking Limited

Job Summary

• We are seeking a Quality Assurance Officer who will ensure that thenetwork 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/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.

Key Attributes and Competiences

• Bachelor’s degree in Information Technology, Telecommunications, Computer Science, or related field.
• 2–4 years’ experience in quality assurance, service delivery, or network operations within an ISP/telecom environment.
• Certification in Quality Management (ISO 9001, ITIL, Six Sigma) is an advantage.
• Strong knowledge of ISP operations (network infrastructure, service provisioning, and customer support).
• Familiarity with QA methodologies, SLA monitoring, and compliance frameworks.
• Analytical and problem-solving skills.
• Excellent communication and reporting skills.
• Proficiency in MS Office tools and network monitoring systems.
• Detail-oriented with strong auditing/documentation ability.

Salary
N200,000 - N250,000 Monthly.