Manager - Home Quality Assurance

Reports To: Senior Manager - Total Quality Management Division: Fixed Broadband Mission: Drive quality management across the Fixed Broadband value chain by embedding policies, standards, and systems that ensure SLA compliance and continuous improvement, reduce cost-to-serve and churn, improve NPS and protect revenue. Description: Manages process documentation for all Fixed Broadband departments and units; ensures these are updated regularly and Implement spot-checks to ensure compliance with defined processes. Measure and track SLA compliance across the customer journey with all FBB departments. Change Quality: Ensure compliance to the change management process. Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring access to critical systems/applications. Work closely with Internal Audit & Forensic Services (IAFS) & external regulators to drive closure of all audit recommendations and actions in a timely manner. Manage SLAs and contract agreements with all FBB customers and vendors to drive strict adherence to agreed service levels. Also manages OLAs with internal support teams in IT, Network & CRX. Monitors quality assurance testing of new products, solutions, customer management applications and other business support systems (BSS). Manages customer experience across all FBB products, services, solutions, processes, service delivery channels, customer touchpoints, product development and sales engagement. Executes total quality management standards in process review, documentation, updates and validation. Ensures that the units and departmental PPPs are customer centric, efficient and quality minded. Approve/adjust quality gates on new products, locations, and vendors. Conduct field and system audits: random home pass and install checks, ATP checks, WFM data audit, CPE config validation / label integrity. Champion Quality huddle sessions with Operations/NOC/Fulfilment. Identify and prevent critical quality breaches and lead post-mortems. Run monthly Vendor QBRs; enforce penalties/bonuses based on quality performance. Maintain audit readiness and compliance documentation for regulatory, internal, and operational assurance needs. Education: First Degree or equivalent in a Social or Management Science Course or related discipline Membership of Professional Customer Service/Relations associations. Professional Certification or MBA/MSC (added advantage) Fluent in Englis Experience: 6 - 13 years’ experience which includes: Minimum of 3 years’ experience in a telecoms /quality assurance or service delivery organization. Minimum of 3 years’ experience in supervising/managing others. Experience working in a medium-to large organization. Experience in a customer service environment in the telecommunications industry. Experience in customer management, SLA management and/or