Quality Management Specialist (Johannesburg) at Reflex Solutions

Summary

The Quality management specialist is responsible for overseeing all activities and tasks needed to maintain a desired level of excellence within the Carrier division. Quality management includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement. You will also be required to carry out process audits and risk assessments, analyzing data to identify areas for improvement, and work with cross-functional teams to drive continuous improvement initiatives. Additionally, the Quality management specialist will also be responsible for ensuring compliance with industry best practice standards and regulations

Key duties and responsibilities:

Network Performance Reporting

• Reporting of core network availability and utilisation   
• Analysing trends to identify service improvement initiatives.
• Tracking and reporting of network optimsation projects
• Work closely with system Dev Teams to automate reporting platforms.
• Audits and test scenarios
  • Plan regular site audits.
  • Test network stability and configurations via change control

Operational Efficiencies

• Document and maintain standard operating procedures.
• Ensure internal escalation matrices are followed for carrier related outages.
• Work with SDM team for operational shortfalls and find solutions.
• Make use of MS planner and project plans for larger operational tasks
• Ensure all network documentation, diagrams, configurations etc. are stored in a central repository for easily access.
• Work closely with system Dev Teams to Automate mundane activities.
• Monitor activities that could be automated to work smarter and save time.
• Update, implement and improve standard operating procedures.
• Always look for opportunities to improve efficiencies for the department.

Quality Assurance

• Create quality measurements to track improvements.
• Execute quality improvement testing and activities.
• Develop quality assurance standards and carrier division processes.
• Adhere to industry quality, and best practice standards.
• Ensure service turnaround times meet customer expectations and demand.
• Create reports documenting errors and issues for fixing.
• Maintain standards for reliability and performance of service / SLA.
• Define checklists which aligns to standard operating procedures.
• Set the quality standards for the team aligned to industry standards,
• Ensure all repositories and platforms are updated properly.

Problem Management (Root Cause)

• Prioritize and plan problems because of repeat incidents.
• Communicate with stakeholders when required.
• Inform the Change Manager when required.
• Decide on investigation of known errors.
• Register Request for Changes or Service Requests to solve known errors.
• Conduct problem review and document lessons learned.
• Close problem and inform stakeholders.
• Monitor the Problem and Known Error Resolution progress and perform required action.
• Draft RCA post Major network incident.
• Work with teams to improve service quality.
• An increase in the percentage of proactive changes submitted by problem management.
• A reduction in the number of incidents over time.
• Minimizing the impact of problems.
• 3rd party management (RFO & Escalations)
• Track and store RFO documentation from 3rd party vendors

Change Management

• Logging 3rd Party Changes
• Communicate changes with customers.
• Conduct quality checks on changes that are logged by engineers.
• Ensure changes are logged and scheduled timeously by engineers.
• Track internal change approvals.
• Log site access for change control activities
• Arrange stock for change control activities.
• Change management administrative activities to ensure success of change control.
• Monthly change management report
• Work closely with system Dev Teams to automate change management reports.

Risk Management

• Create and maintain network risk register.
• Develop, establish, and implement policies and frameworks for risk management.
• Perform or monitor risk assessments in conjunction with Head of Operations, which comprise analyzing, identifying, describing, and quantifying risks that impact all business risks.
• Perform risk evaluation, which entails comparing potential risk with company-defined criteria.
• Prepare action plans to decrease risk factors.
• Allocation of Ownership to mitigate risks.

Internal Network Projects & Site Readiness

• Prepare and execute internal and external Projects.
• Determine and define project scope and objectives.
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner.
• Develop and manage a detailed project schedule and work plan.
• Provide project updates on a consistent basis to various stakeholders on progress.
• Utilize industry best practices, techniques, and standards throughout entire project execution.
• Monitor progress and make adjustments as needed.
• Measure project performance to identify areas for improvement.

Carrier Operations Administration

• Carrier internal project Co-ordination
• Allocate a remote resource for projects.
• Request stock for installations and break fix activities
• Arrange and coordinate site access.
• Manage engineer resource calendar.
• Manage and track standby / shift rosters.
• Monthly overtime and expense claims
• Coordinate remote hands support, including 3rd party vendors.
• Coordinate delivery notes with Presales / procurement.
• Coordinate ONT testing and billing.
• Coordinate and manage Go-Van activities.
• Stock / Spares Management
• Ensure stock is available / allocated to upcoming projects.
• Reconcile stock inventory on a weekly and monthly basis.
• Management of Go-Van boot-stock inventory
• Reporting on Spare Holdings
• Ensure that all customers have sufficient spare stock in all regions.

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

Minimum Requirements:

• Matric certificate
• Business diploma/degree in quality management, engineering, business administration, or related discipline.
• Minimum 3 years professional experience in a quality management role
• Working knowledge of quality management systems (ISO 9001, AS9100, etc.)
• Experience developing and implementing quality control plans.
• Service management certification e.g., ITIL Practioner or ITIL Life cycles
• Telecommunication experience
• Good business acumen
• Good understanding of project delivery cycle
• Project Management certification (advantageous)

Required Competencies:

• Quality Management and quality assurance experience
• Strong analytical skills for root cause analysis and problem solving.
• Excellent verbal and written communication skills
• Facilitation skills
• Stakeholder management
• Escalation management
• Speed & Accuracy to detail
• Results driven.
• Interpersonal skills
• Decision making ‘can do’ approach.
• Relationship management

Personal Attributes:

• Customer Centric
• Communication
• Leadership
• Problem Solving
• Critical Thinking
• Organization
• Attention to detail.
• Collaboration
• Sound Judgement
• Authentic
• Self-aware
• Excellent time & self-management