Specialist: Quality Assurance

Job Description

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The Specialist: Quality Assurance (Products & Services) is responsible for ensuring that all products, services, pricing changes, digital journeys, and customer-facing experiences are thoroughly tested, verified, and optimized before and after launch.

Key accountabilities and decision ownership:

• Develop and execute detailed test cases for new and enhanced products, bundles, promotions, tariffs, digital journeys, and M-Pesa services
• Ensure full compliance with commercial, regulatory, and security requirements before approving launches.
• Validate pricing displays, bundle purchase flows, cancellation rules, T&Cs, and customer communication.
• Collaborate with Products & Pricing, Marketing, Digital, M-Pesa, Billing, Charging, Technology, and Customer Care teams throughout development cycles.
• Monitor KPIs and customer adoption patterns after launch to identify potential defects or performance gaps.
• Maintain comprehensive QA documentation: test plans, execution logs, defect logs, sign off documents.
• Prepare weekly and monthly reports on quality performance, defects, customer impact, and product health.
• Support audit readiness and compliance reporting.

Competencies:

• Strong understanding of telecom product development and lifecycle.
• Knowledge of pricing, charging, provisioning, rating engines, and customer bill impact.
• Proficiency in test case design, defect analysis, and quality documentation.
• Familiarity with digital platform testing, API validations, and journey mapping.
• Data analysis skills for interpreting logs, KPIs, and customer trends.

professional qualifications:

• Degree in Business, Quality Management, Engineering, IT, or related field
• 3–5 years’ experience in Quality Assurance or similar role
• Experience in telecom, customer experience, IT, or service delivery is an advantage
• Certification in Quality Management (e.g., ISO, Six Sigma) is a plus