Technical Operations QA

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa.  We are a fast-growing company with a great culture which encapsulates our values - Accountability, Kindness, Integrity, Timeliness and Hardwork.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative and kind.  We have come a long way and have amazing stories to tell!  

What we offer:

• Health Insurance, Medical aid
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Employee Share Ownership Plan (ESOP) for qualifying staff
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events including transportation
• Sports club 
• Staff loans (interest free)
• Successful candidate placement referral cash bonus for staff

A Quality Assurance specialist to join our ever-expanding Technical Operations team.  In this role you will be responsible for conducting tests and identifying quality issues of our customer installations and maintenance.  Ultimately you will ensure that our field technicians meet all service quality standards, to achieve company objectives.

The general responsibilities of this role includes the development and improvement of the quality assurance processes to drive the consistent delivery of excellent customer service, and effective ticket and call management aligned with the Company’s service quality standards and Key Performance Indicators (KPIs).

• Evaluate and assess the quality of all completed technical jobs against established quality assurance instruments and standards.
• Document quality assurance activities and create audit reports.
• Address and discuss issues and proposed solutions with superiors.
• Collaborate with internal departments (Network and Software) to make recommendations for improvement. 
• Communicate improvements and suggestions to the technical teams for implementation.
• Adhere to the Company’s policies, procedures and standards.

• Grade 12 (Matric)
• Have knowledge of and experience in technical operations and customer service management.
• Advanced computer literacy.
• Problem solving skills.
• Excellent communication and reporting skills.
• Attention to detail.
• Strong influence and motivational abilities.