Specialist: Quality Assurance and Problem Management

About Reflex Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we're committed to delivering reliable, jargon-free solutions that drive your success.

About the role To execute quality assurance activities and manage the end-to-end lifecycle of problems across the Carrier business from site feasibility assessments to site monitoring & support, ensuring that service quality is upheld, that recurring service failures are proactively identified and addressed, and that a culture of continual improvement is reinforced through evidence-based analysis and accurate documentation of Standard Operating Procedures (SOPs)

This role is the operational engine behind two critical ITSM practices. In Quality Assurance, the Specialist ensures that processes, records, and service outputs meet defined quality standards. In Problem Management, the Specialist drives the identification and resolution of problems to reduce the frequency and impact of incidents, thereby improving overall service stability and reliability.

Key duties and responsibilities: Operational Efficiencies

• Document and maintain standard operating procedures (SOPs).
• Ensure internal escalation matrices are followed for carrier related outages.
• Work with SDM team for operational shortfalls and find solutions.
• Collaborate with system development teams to automate routine tasks and monitor processes that can be streamlined to save time and work smarter.
• Continuously identify opportunities to improve departmental efficiency and productivity.

Quality Assurance

• Plan and execute QA reviews, audits, and spot-checks across the site feasibility assessments to site monitoring and support - to assess compliance with defined SOPs, SLA Management, 3rd Party Vendor Management, and overall Service Operations & Assurance.
• Identify process gaps, procedural non-conformances, data quality issues, and areas of operational risk.
• Document all findings with supporting evidence and assign remediation actions to relevant process owners across the site feasibility assessments, monitoring and support workflow.
• Develop and maintain QA checklists, review templates, and audit frameworks to standardise the QA processes and ensure consistent assessments over time.
• Produce regular QA reports, dashboards, and trend analysis for senior stakeholders, highlighting quality trends, recurring issues, and areas of improvement across the end-to-end process.
• Track the status of identified QA findings and remediation actions through to closure, escalating overdue items to the functional heads across C&S, CDO, SO&A, and CTO.
• Support the ongoing development, documentation, and maintenance of ITSM process artefacts, including process maps, work instructions, and standard operating procedures (SOPs), ensuring alignment with ITIL 4 guidance and organisational policy.
• Promote a quality-conscious culture within the Carrier business by sharing findings constructively and supporting team members in understanding and meeting quality expectations.

Problem Management

• Log, categorise, prioritise, and manage problems throughout their full lifecycle - from initial identification through root cause analysis, workaround implementation, and permanent resolution - in strict accordance with the ITIL 4 Problem Management practice.
• Conduct structured root cause analysis (RCA) using recognised methodologies (e.g. 5 Whys, Ishikawa/fishbone diagrams, fault tree analysis) to identify the underlying causes of problems and recurring incidents.
• Perform regular trend and pattern analysis on service interruption incidents (e.g. RFOs & RCAs) to proactively identify emerging problems before they cause significant service impact, reducing reactive problem volumes over time.
• Maintain and curate the Known Error Database (KEDB), ensuring that all known error entries are accurate, clearly documented, appropriately categorised, and readily accessible to the NOC and MIM for use during live incidents.
• Develop, document, and communicate workarounds for known service interruption errors, ensuring that interim solutions are available to minimise service disruption while permanent fixes are in progress.
• Coordinate and facilitate problem resolution activities across technical resolver groups, application teams, and third-party suppliers, acting as the central point of coordination without assuming technical ownership of the fix itself (e.g. RCA workshops with Network Operations, WPM, MIM, NOC, SDM, 3rd Party Vendors).
• Review the consistency and quality of high-quality problem records, major problem reviews, and Reason for Outage (RFO) reports in a timely manner, ensuring that all documentation accurately reflects the investigation findings, timeline of events, contributing factors, and agreed remediation actions.
• Track and actively follow up on all open remediation actions, permanent fix activities, and change requests arising from problem records, ensuring timely closure and escalating risks or delays to the required senior stakeholders across C&S, SO&A, CTO, and CDO.
• Provide problem management input to the Major Incident Management processes, supporting MIM calls where required and ensuring problem records are raised promptly following the resolution of major incidents.
• Contribute problem management data and insights to service review meetings, capacity planning discussions, and continual improvement initiatives, providing an evidence-based view of service stability.

Continual Improvement & Governance

• Identify and document continual improvement opportunities arising from QA findings and problem trend analysis, and formally document CI deliverables in a Continual Improvement Register (CIR).
• Maintain accurate and up-to-date process documentation, ensuring that all artefacts reflect current approved procedures and are stored in the designated knowledge management repository for the end-to-end site feasibility to site monitoring & support process.
• Ensure all activities are carried out in accordance with applicable governance frameworks, data management policies, and regulatory requirements.

Risk Management

• Maintain and regularly review the Service Assurance risk register, ensuring all identified risks are accurately recorded, categorised, and assigned appropriate priority in line with organisational risk appetite.
• Support the development, implementation, and ongoing maintenance of risk management policies, frameworks, and procedures, ensuring alignment with ITIL 4 guidance and broader organisational governance standards.
• Perform structured risk evaluation activities, assessing identified risks against organisational risk criteria and tolerance thresholds to determine appropriate risk treatment.
• Develop and document risk remediation action plans, defining clear mitigation activities, timescales, and measurable outcomes to reduce risk exposure to acceptable levels.
• Coordinate the assignment of risk ownership to appropriate individuals or teams, ensuring accountability for risk treatment actions is clearly established and tracked through to resolution.

Key Outputs & Deliverables The following represents the primary deliverables the Specialist: Quality Assurance & Problem Management role is accountable for producing on an ongoing basis for Carrier:

• QA audit plans, reports, and findings logs (with remediation tracking)
• Service Assurance compliance assessments and spot-check outcomes
• Problem records - from initial log through to formal closure
• Root Cause Analysis (RCA) documentation
• Known Error Database (KEDB) - creation, maintenance, and version control
• Post-Incident Review (PIR) and Major Problem Review reports
• Quality metrics reports and service quality dashboards
• Continual Improvement Register (CIR)
• Service Assurance documentation and SOPs

Education and Experience

• Minimum 2-3 years of demonstrated experience in a Quality Assurance, Problem Management, or closely related ITSM role within a medium-to-large IT service environment.
• Solid working knowledge of ITIL 4 practices, with particular depth in Problem Management and Continual Improvement; able to apply ITIL concepts practically rather than theoretically.
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