• Application Deadline: Tue, 30 Sep 2025 00:00:00 GMT
• Position: Quality Assurance Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 4 years



• Location Lagos




• City Ogba




• Job Field ICT / Computer 
  
  

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.