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We believe EVERYONE in the world deserves access to the internet and affordable communications.
Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced.
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Mission Statement for the Role
To be the face of Poa Internet on a daily basis for customers reaching out to us through our omni-channel customer experience avenues.
Overall Responsibility
Receive, document and resolve inbound requests from customers, through all our inbound communication channels- voice, WhatsApp, Facebook, twitter and chat on a daily basis.
Key Competencies
- Clear, empathetic written and verbal communication skills
- Ability to solve problems on multiple planes
- Attention to detail - troubleshooting and resolution is an observer game- being able to identify and spot problems is a key to success in the role.
- Time management- the ability to resolve specified tasks within the allotted timeline.
- The ability to ask for help - knowing when and how to ask for help internally and with other departments to resolve a customer's inquiry.
- Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges.
- Digital and computer literacy
- Social media competency
Key SMART Results for A-Player Success
- Poa! Customer Experience is known across Kenya for being able to be reached on any channel the customer needs to reach us; phone, social media, WhatsApp, email or chat.
- Poa! Customer Experience is known for its empathy, response time and ability to solve customer complaints clearly and efficiently.
- Poa! Customer Experience shift teams are known internally as the teams that collaborate and seek help to resolve the customer inquiries as rapidly as possible.
- Poa! Customer Experience representatives are acknowledged by our users on Social Media as a department that cares about solving their problems.
- Poa! Customer Experience teams follow a unified troubleshooting strategy for delivering consistent and measurable results
Mandatory Criteria if Any with no exceptions to hire.
- Minimum of 1-2 years experience a in Customer Service environment.
- Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.
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Mission Statement for the Role:
To create clear and comprehensive release and deployment management plans by building, installing, testing, and deploying Release Packages efficiently, successfully and on schedule.
Overall Responsibility:
The Junior Quality Assurance Engineer is responsible for designing and implementing tests, debugging, and defining corrective actions. You will also review system requirements and track quality assurance metrics for poa! Internet.
Key SMART Results for A-Player Success—Target, Year 1
- Reviewing and analysis of requirements, specifications, and technical design documents, providing timely feedback- Q4 2024
- Ensuring that requirements are clear across dependent project streams with an effective release- Q1 2025
- Maintaining release schedules for every core service and ensuring it aligns with major vendors and other stakeholders-Q4 2024
- Ensuring that releases operate as per expectations and bugs/issues per release are tracked-Q4 2024
- Work with Product management to create release guidelines to distribute across poa! internet-Q1 2025
- Measuring and monitoring the progress of releases after deployment-Q1 2025
- Providing weekly updates on release activities-Q42024
Level of Experience required (Mandatory & Nice to Have)
- Mandatory - Experience working in Software Development
- Mandatory - Continuous working experience in Software Quality Assurance
Department stage of development where this role sits (starting, preparing for scale, scaling, mature)
- Prepare for Scale / Systemization
Key Competencies - Criticality (H,M,L)
- Ability to use automated tools and execute automated test plans -H
- Good understanding and proficiency in programming languages - H
- Good technical understanding and analysis of requirements, developing test approaches, writing comprehensive test plans and test cases, and preparing test data for data testing - H
- Skilled in the design, development and implementation of processes and procedures that drive standardised management of application life-cycle activities- H
- Strong knowledge of Agile methodology to develop and execute application test plans, including continuous integration and test-driven development- H
- An understanding of quality assurance test methodologies, deliverables, processes, strategies, techniques and the software development life cycle (SDLC)
- Ability to conduct needs analysis using requirements for various business processes, including information flow, reporting and applications for defined functional area; ability to document using standard terminology and formatting - H
- Knowledge and experience with JIRA for tracking of issues and tasks -H
- Good understanding of testing at various phases of life-cycle (unit, integration, system, acceptance, regression) and test efficiencies (performance, stress, capacity) - H
- Demonstrated experience with modern Application Life Cycle Management processes and tools for code management, version control, build management, continuous integration, integrated development environments, issue tracking, quality assurance, and test automation -H
Mandatory criteria, if any, with no exceptions to hire.
- Bachelor's degree in Computer Science, Information Systems, Engineering (or similar) or equivalent relevant professional experience and education.
- One or more years working hands-on in software development.
- Two or more years working in software quality assurance.
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