Quality Assurance Senior Specialist

Region: Nairobi

Reporting to: Head of Service Delivery and Projects

Band4. 4.1

Business Unit: Networks

Who We Are

Telkom is a technology company that provides integrated solutions to individuals, Small and Medium-sized Enterprises (SMEs), Government and large corporates in Kenya, drawing from a diverse solutions suite that includes voice, data/connectivity, digital financial services, as well as network services. Powered by its vast fiber optic infrastructure, it is also a major provider of wholesale carrier-to-carrier traffic, within the country and the region. 

Role Purpose:  

Reporting to the Head of Service Delivery and Projects – Carrier Services, the job holder will be required to manage the service and quality assurance process post implementation to increase customer satisfaction and retention.  Also has the responsibility for the provision of technical support to customers whilst maintaining a proactive service relationship with the customer. 

This role is critical for customer retention by providing quality service through co-ordination of stakeholders.

Key Duties and Responsibilities

• Lead, Coordinate and monitor projects tasks to increase post-sales quality performance.

• Liaise with relevant stakeholders to obtain fault history of persistent and/recurrent customer concerns with a view of understanding the root causes and addressing the underlying issues.

• Develop and implement programs to proactively address any performance issues and track actions required to resolve recurring incidents to optimize service.

• Coordinate and monitor maintenance with relevant stakeholders to identify to minimize disruption and/or degradation of the quality of service.

• Communicate all planned and un-planned maintenance work to the affected customers and relevant internal and external stakeholders.

• Arrange and attend regular customer meetings together with the Key Account Managers to review the monthly customer reports and service improvement programs.

• Provide customer support regarding technical problem solving, billing issues and service quality.

• Provide regular reports are provided to management on customer issues and service performance

• Participate in project management, planning and execution of customer projects especially on service improvement projects.

• Act as the process owner of all service quality assurance processes; including infrastructure monitoring activities.

Academic background & Professional Knowledge:

• Bachelor of Science Degree in Computer Engineering, Business Management or equivalent,

• MBA would be an added advantage.

• Training in customer service

Here Are The Skills We Are Looking For:

• 6 years’ experience in Service and Project Management, Telecoms solution implementation, Telecommunications Networks experience and Relationship Management.

• Experience in report writing.

How to Apply:

Applications should be sent by providing an updated Curriculum Vitae (CV) before 3rd March 2025 including details of your current telephone contacts and names of three referees.

Please note, only shortlisted candidates will be contacted. Telkom Kenya is an equal opportunity employer and all qualified applicants will  receive consideration for employment without regard to tribe, religion, gender, age or disability.