Quality Assurance & Governance Engineer

Yas Tanzania (Yas Fiber), part of AXIAN Telecom, is looking for a Quality Assurance & Governance Engineer to enforce SLA, penalty and service-credit terms across vendor contracts and customer SLAs. The role audits ticket quality, keeps TCRA SLA documentation audit-ready and produces a monthly governance report on SLA compliance, vendor performance and credits recovered.

Responsibilities

• With Commercial Management, map the SLA, penalty and credit clauses in every vendor contract; measure response and repair time per ticket and evidence each breach.
• File claims within each contract's claim window, send breach reports to vendor account managers and billing teams, and reconcile credit notes with Finance.
• Review past third-party tickets still within their claim windows and confirm the recoverable value.
• Track response, resolution and uptime against customer SLAs and act on breaches before customers notice.
• Audit a monthly ticket sample for categorisation, timestamps, root cause and closure, and give written feedback.
• Keep the TCRA SLA documentation pack (client SLAs, performance records, complaint logs) audit-ready at all times.
• Keep SOPs current and track adherence by internal teams and external vendors; log every gap and follow it to closure.
• Reconcile CRM, monitoring and billing data into a monthly governance report covering SLA compliance, vendor scorecards, credits filed and recovered, and open actions.

Requirements

• Bachelor's degree in Telecommunication, IT, Engineering, Business Administration or a related field.
• 3 years' experience in quality assurance, SLA or vendor management, or internal audit, ideally in telecom, ISP or IT services.
• Demonstrated experience interpreting and applying commercial contract clauses: SLAs, penalties and service credits.
• Advanced Excel (pivot tables, lookups, Power Query) and dashboard tools such as Power BI or Grafana.
• Working knowledge of service metrics: availability, MTTR, response time, SLA tiers and escalation matrices.
• SLA management
• Vendor management
• Quality assurance
• Internal audit
• Contract clause interpretation
• Advanced Excel
• Power Query
• Power BI
• Grafana
• Service metrics (MTTR, availability)

Application Instructions

• Apply online via the AXIAN Group careers portal (Job Reference: req5811)