REPORTS TO: Head of Business Support
ROLE PURPOSE
The role is responsible for ensuring that Enterprise customer services, including Fixed, Mobile, Data, Cloud/Data Centre, and related offerings are provisioned in line with approved standards, SLAs, regulatory requirements, and internal processes. The incumbent will drive first-time-right delivery, quality assurance, compliance monitoring, root cause analysis, and continuous improvement initiatives to enhance customer experience and operational efficiency.
KEY RESPONSIBILITIES
• Conduct pre- and post-provisioning quality checks on Enterprise service orders.
• Ensure compliance with BTC policies, SOPs, SLAs, and regulatory requirements.
• Monitor provisioning lead times, OLA compliance, fallout rates and rework trends.
• Validate billing readiness, activation requirements and service record accuracy.
• Support complaint resolution and customer experience improvement initiatives.
• Perform root cause analysis and recommend corrective and preventive actions.
• Prepare quality assurance reports, dashboards and audit documentation.
• Coordinate with Technology, Billing, Relationship Management and other stakeholders to ensure seamless service delivery.
MINIMUM QUALIFICATIONS
• Bachelor’s Degree in Telecommunications, Engineering, Business Administration, Data Analytics, Finance or a related field.
EXPERIENCE
• Minimum of 3–5 years’ experience in telecommunications service provisioning, delivery, quality assurance or audit.
• Experience working with Enterprise telecom services and OSS/BSS systems.
• Knowledge of SLA/OLA management, quality governance frameworks and telecom provisioning processes.
• Proficiency in root cause analysis, reporting, stakeholder engagement and data analytics tools such as Power BI and SQL.
LEGAL CERTIFICATION / PROFESSIONAL MEMBERSHIP
• Membership of a recognised professional association will be an added advantage.
• ISO Quality System Management Certification will be an added advantage.
APPLICATION INSTRUCTIONS
Applicants are requested to clearly state the position applied for in the email subject line.
Suitably qualified candidates who meet the requirements are invited to submit the following:
• Application letter • Latest detailed Curriculum Vitae
• Certified copies of academic and professional certificates • Certified copy of Identity Document (Omang)
Emailed to: recruitment@btc.bw
CLOSING DATE: 22nd May 2026