Job Title: HBB & FTTH Quality Analyst
Organisation: True North Consult
Duty Station: Kampala, Uganda
About Organisation:
True North Consult Ltd is a boutique HR Consultancy Firm that offers bespoke HR solutions to selected clients in various sectors and industries across East Africa, with operational offices in Kampala, Nairobi and Kigali.
Job Summary: To ensure great network performance with Home Broad Band & Enterprise Business and customer experience through analysis, reporting and application of solutions to meet company and regulatory targets. This position is essential in complementing other Departments in the overall service and network quality delivery. This job links with other stakeholders and guides regularly on QoS areas to focus and follow-up.
Key Duties and Responsibilities:
Delayed Installation Analysis
- Monitor all delayed HBB installations against SLA targets.
- Identify operational, technical, or network-related causes of installation delays. Analyze installer performance, area readiness, and scheduling efficiency.
- Prepare daily and weekly delayed installation analysis reports.
- Recommend corrective actions to reduce installation turnaround time.
Customer Complaint Analysis
Analyze customer complaints related to:
- Installation delays Poor service quality Connectivity issues Repeat faults
- Network coverage concerns Identify recurring trends and problem areas.
- Coordinate resolution activities with Operations and Technical teams.
- Track complaint resolution turnaround times.
- Liaise with other stakeholders within department to monitor and address customer concerns in relation to network quality.
- Liaise with customer services and other customer facing departments to monitor and address customer needs in relation to service quality
Coordination with Radio & Transmission Teams
Work closely with Radio and Transmission teams to:
- Investigate coverage or signal-related issues Analyze network capacity constraints Escalate transmission outages affecting installations Support network optimization initiatives
- Participate in technical review meetings and operational discussions.
FTTH Deployment Analysis
- Monitor FTTH rollout and deployment progress.
- Analyze FTTH installation success rates and area readiness.
- Evaluate deployment challenges affecting customer activation.
- Prepare deployment performance dashboards and reports.
- Support planning teams with deployment insights and recommendations.
Reporting & Performance Monitoring
- Prepare operational performance reports and presentations.
Track KPIs including:
- Installation SLA compliance Delayed installation percentage Complaint volumes and resolution times FTTH deployment progress Repeat fault trends
- Present findings and improvement recommendations to management. Key Performance Indicators (KPIs)
- Reduction in delayed installations Installation SLA achievement rate Customer complaint resolution time Reduction in repeat customer complaints FTTH deployment completion rate Network issue escalation turnaround time
Qualifications, Skills and Experience:
Must have:
- Diploma in Electronics and communication Engineering Working Experience:
Must have:
- Minimum of 3 years of experience in HBB and FTTH installations and analysis of issues.
- Experience on fiber domain to understand the gaps and FTTH delivery.
- Sound analytical skills required to bridge the gaps in HBB and FTTH business. Required Skills & Qualifications
- Experience in telecommunications, broadband, or FTTH operations.
- Strong analytical and reporting skills.
- Knowledge of Radio, Transmission, and FTTH network operations.
- Experience with SLA and KPI monitoring.
- Advanced Excel and reporting tool skills.
- Strong problem-solving and coordination abilities.
- Excellent communication and stakeholder management skill
Team Leadership
Resilience
- High Analytical skills
- Ability to work in a cross-cultural environment
Creativity and Proactivity
- Customer service orientation
Effective Communication and Negotiation Skills
- Ability to make presentations
- Ability to make reports
Self-supervision
How to Apply:
To apply, please send your resume and cover letter to recruitment3@truenorthafrica.com with subject line HBB & FTTH Quality Analyst by 31st May 2026.
All applications shall be acknowledged as received but only shortlisted candidates will be contacted.
All applicants should share their CV’s and Cover Letters in PDF or MS Word STRICTLY
Deadline: 31st May 2026
NB: Only shortlisted candidates will be contacted.
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Level of Education: associate degree
Work Hours: 8
Experience in Months: 36