Quality Assurance Officer at Fibrehub Internetworking Limited

Fibre Hub is a telecommunication and Information Technology service company. We offer a combination of business solutions designed to enhance the efficiency and productivity of our clients. Over the years we have been able to identify and develop competence for analyzing and understanding business operations, the cost drivers, and operational hiccups that create inefficiencies and challenges in organizations. We have numerous customized business solutions designed to address our client’s specific telecommunication challenges; giving the organization the required edge in today’s highly competitive market.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.