Quality Assurance & Governance Engineer

Yas Tanzania is seeking a Quality Assurance & Governance Engineer in Dar es Salaam to oversee vendor contracts, service-level agreements, quality audits, regulatory readiness, governance reporting, and recovery of service credits.

Responsibilities

• Map SLA, penalty, and credit clauses in vendor contracts with Commercial Management.
• Measure response and repair times per ticket and document evidence of breaches.
• File claims within contract claim windows and send breach reports to vendor account managers and billing teams.
• Reconcile credit notes with Finance.
• Review historical third-party tickets within their claim windows and confirm recoverable value.
• Track customer response, resolution, and uptime against customer SLAs and act on breaches.
• Audit a monthly ticket sample for categorisation, timestamps, root cause, and closure.
• Maintain the TCRA SLA documentation pack, including client SLAs, performance records, and complaint logs, in an audit-ready state.
• Maintain SOPs and track adherence by internal teams and external vendors.
• Log governance gaps and follow them through 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 Telecommunications, Information Technology, Engineering, Business Administration, or a related field.
• Quality assurance and governance expertise.
• Vendor and SLA management skills.
• Commercial contract interpretation skills.
• Advanced Excel proficiency, including pivot tables, lookups, and Power Query.
• Power BI or Grafana dashboard skills.
• Knowledge of telecom, ISP, or IT service metrics.
• Strong auditing, reporting, documentation, and data reconciliation skills.