Open Positions at Dark Fibre Africa

RESPONSIBILITIES AND ACCOUNTABILITIES (KEY PERFORMANCE AREAS & TASKS)

Public Policy Advocacy

• Develop and execute a comprehensive public policy strategy aligned with corporate objectives, considering the regulatory landscape in South Africa, Sub-Saharan Africa and global developments.
• Monitor, analyze, and report on legislative and regulatory developments impacting the telecommunications and digital sectors, advising the C-suite on necessary actions.
• Advocate for favorable policy outcomes through direct proactive engagement with government, regulatory authorities, and relevant industry bodies.

Stakeholder Engagement

• Build and maintain strategic relationships with key stakeholders, including government officials, industry leaders, non-governmental organizations, and regulatory bodies (e.g., ICASA, Competition Commission, Department of Communications and Digital Technologies, Department of Trade, Industry and Competition, Department of Cooperative Governance and Traditional Affairs etc.).
• Organize and lead engagement sessions with government, civil society, and industry partners to foster a collaborative regulatory environment.
• Act as the liaison with telecommunications associations and other industry groups to ensure alignment on policy issues affecting the sector.

Thought Leadership and Corporate Positioning

• Position the company as a thought leader in digital transformation, connectivity, and socio-economic development by leading research and generating insightful white papers, reports, and public commentary.
• Represent the company at public forums and industry conferences, articulating the company’s stance on key issues.
• Collaborate with marketing and communications teams to drive external thought leadership initiatives, promoting the company’s contributions to digital transformation and innovation.

Cross-functional Collaboration

• Collaborate with the Corporate Affairs, Marketing, Branding, Finance, Legal, and Operations teams to align public affairs strategies with business objectives.
• Provide internal teams with expert guidance on policy-related issues
• affecting product launches, service changes, and strategic projects.

Policy Influence and Advocacy

• Demonstrable impact on policy and regulatory outcomes aligned with business objectives.
• Effectiveness of advocacy campaigns and public policy initiatives.

Stakeholder Engagement Effectiveness

• Strength and depth of relationships with key stakeholders.
• Quality of feedback and support from government and regulatory bodies.
• Meaningful formal and informal insights on pertinent industry issues with impact to the business.

Thought Leadership Impact

• Quantity and quality of thought leadership content published.
• Recognition and reputation of the company in the telecommunications and digital economy sectors.

Internal Collaboration and Advisory

• Alignment of public affairs strategies with business and operational goals.
• Effectiveness of cross-functional collaboration on policy and regulatory matters.

Requirements

Qualifications:

• Essential Qualification:  Bachelor’s degree in engineering, Political Science, Law, or a related field.
• Preferred Qualification: Post Graduate Degree.

Experience:

• 10+ years of experience in public policy, regulatory affairs, or stakeholder engagement, with at least 5 years in a senior leadership role within the telecommunications, technology, or digital economy sector.
• Demonstrable knowledge of the South African telecommunications and digital economy regulatory landscape.
• An intimate understanding of the policy development cycle of communications and digital communications sector in South Africa.

go to method of application »

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Quality Monitoring and Auditing

• Conduct regular audits and assessments of customer interactions (calls, chats, emails, etc.) to ensure alignment with SADV standards and service expectations.
• Score interactions based on predefined criteria and provide timely feedback to relevant teams.
• Identify and report gaps, deviations, and training needs through monitoring insights.

Issue Resolution

• Analyse escalations and complaints to identify root causes and recommend corrective actions.
• Collaborate with team leads and operations to resolve quality-related issues effectively and efficiently.

Process Improvement

• Review quality trends, customer feedback, and performance metrics to recommend process enhancements.
• Participate in the development and implementation of best practices for improved customer engagement.

Training Support

• Assist with onboarding and ongoing training by delivering QA-related feedback and insights.
• Support the QA Training and Marketing Supervisor with the creation and facilitation of training material aligned to quality benchmarks.

Documentation and Reporting

• Maintain accurate and organised records of audits, evaluations, feedback, and actions taken.
• Compile and present QA reports, insights, and recommendations to management on a regular basis.

Cross-Functional Collaboration

• Liaise with Customer Service, Technical Support, Sales, and other departments to ensure quality standards are consistently met.
• Champion quality and customer experience within the broader team.

Compliance and Standards

• Ensure adherence to internal quality policies, industry regulations, and compliance requirements (e.g., POPIA).
• Proactively raise compliance risks or quality breaches.

Continuous Learning

• Stay informed about industry trends, tools, and methodologies in Quality Assurance.
• Take part in relevant workshops, certification programs, or forums to sharpen QA expertise. Participate in workshops or seminars to enhance professional development

Competencies and Minimum Requirements:

Qualifications:

• Matric / Grade 12 or suitable equivalent (Required)
• Quality Assurance certification (Advantageous)
• Minimum 1 year of Quality Assurance experience within a contact centre

Experience:

• Exposure to the telecommunications sector, particularly fibre internet (Advantageous)
• Experience in customer journey mapping and VOC (Voice of the Customer) advocacy
• Exposure to training facilitation and coaching methodologies