Position Information

Department/Section: Technology IT Solutions & Development

Job Title:          Quality Assurance & Performance Management Specialist

Reports to:      Quality Assurance &Performance Management Team Leader

About The Role

The Quality Assurance and Performance Management Specialist ensures the reliable delivery of software and telecom services by implementing robust QA frameworks and monitoring performance. Key responsibilities include analysing trends, resolving issues like incorrect charges, maintaining data accuracy, and ensuring compliance with industry standards. The role supports business objectives through detailed reporting, driving continuous improvement, optimizing software functionality, and monitoring key performance metrics. Additionally, the specialist delivers actionable insights that enhance operational efficiency and improve the customer experience.

Key Tasks/Accountabilities

1.  Develop, implement, and maintain quality assurance frameworks, policies, and procedures tailored to ensure software functionality, performance, and scalability within the telecom industry.

2. Design and execute comprehensive test plans, cases, and scripts for various testing types (functional, regression, performance, load, stress, and security) to identify and resolve software defects.

3. Monitor network traffic for voice, data, and SMS services to detect performance bottlenecks and implement optimizations for seamless service delivery.

4. Track revenue generation across service categories, resolve revenue leakage, ensure billing accuracy, and detect incorrect charges for calls, data, and subscriptions.

5. Analyze service subscription trends, investigate root causes for declines or spikes, and recommend strategies for improving customer acquisition and retention.

6. Prepare and present detailed analytical reports on revenue, traffic, service usage, subscriber segmentation, and performance metrics to stakeholders.

7. Maintain and monitor the integrity and compliance of the call history database, ensuring data accuracy and adherence to regulatory standards.

8. Develop and monitor KPIs for service performance, identifying optimization opportunities and driving initiatives to enhance overall service quality.

9. Collaborate with cross-functional teams to align technical solutions with organizational goals and support seamless service delivery.

10. Conduct root cause analyses for system outages, performance issues, or quality concerns, implementing corrective actions to prevent recurrence.

11. Ensure adherence to telecom standards such as ITIL, ISO, and TL 9000, and recommend improvements based on regular compliance audits.

12. Optimize system configurations and infrastructure to meet SLA targets, focusing on availability, reliability, and performance.

13. Leverage advanced QA tools (e.g., Dynatrace, AppDynamics, Selenium, JMeter) and telecom-specific OSS/BSS platforms to enhance efficiency.

14. Design and implement automation frameworks for testing processes and create dashboards or visual reports to facilitate performance monitoring.

15. Ensure the quality of customer-facing digital delivery channels (e.g., self-service portals, mobile apps, SMS, USSD) across ecosystems like iOS, Android, and Windows.

16. Assure the quality standards for customer-facing systems and applications, including Mobile Money and Payment Gateways.

17. Provide timely KPIs and project progress reports, ensuring accuracy, relevance, and effectiveness in decision-making.

18. Ensure compliance with all applicable policies & regulatory requirements in information security.

Qualifications/Experience / Skills

Qualifications/Experience: -

1. B.Sc.  in Computer Science/ Engineering, Software Engineering or any related discipline.

2. Minimum 2 years of experience in related field.

3. Experience in Frontend Web Development Frameworks (e.g., React, Angular, Vue.js)

4. Experience in Backend Frameworks (e.g., Spring Boot, Node.js).

5. Experience in Mobile Development Frameworks (Native and Hybrid).

6. Experience and Skills in designing APIs using SOAP/Rest/GraphQL.

7. Experience Designing and Deploying in End User Systems (e.g. Mobile Money, Payment GW).

8. Experience in using Agile Development Methodologies (e.g., Scrum, Kanban).

9. Experience in Object-Oriented Languages like Java Python & C++ languages.

10. Experience in web development languages including HTML, CSS, JavaScript and JQuery.

11. Knowledge and experience of RDBMS.

12. Knowledge and experience on Linux and Windows OS.

 Skills: -

1. Highly developed communication and reporting skills (verbal and written) in both Arabic and English.

2. Highly developed skills in use of relevant IT packages including Excel. Word, PowerPoint etc.

3. Ability to build excellent relationships with key suppliers/customers.

4. Ability to plan, monitor and control projects.

5. Problem solving and analytical skills.

6. Planning and organising skills.

7. Strong presentation Skills.

8. Ability to interpret and apply best practice methods/processes.

9. Excellent numeracy and analytical skills.

10. Ability to impart knowledge to others in a 1-2-1 and 1-2-many environments.

Typical Performance Measures

1. Effectiveness of high availability of the developed applications.

2. Quality of Team Contribution

3. Understands and is committed to team objectives.

4. Time management.

5. Effectiveness in maintaining and improving accuracy of the developed applications.

6. Quality of relationships with internal customers/peers/suppliers.

7. Effectiveness of issue resolution/decision making/change control and risk management.

8. Delivery of outcomes to agreed quality standards and deadlines.

9. Adaptability of work plans/resources in response to change.

10. Consistency and Quality of the applications maintenance to reduce equipment downtime.