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Quality Management System Policy

Document Code: QMS-QMP-01
Version: 1.0
Date of Issue: 22 Oct 2025
Review Period: Annual
Prepared by: Opeoluwa Ogungbenro
Next Review: 22 Oct 2026
Approved by: Adewale Adegunloye

Quality Management System Policy Statement

Cloudtalk Networks Limited is committed to delivering reliable, innovative, and customer-focused Telecommunication and Unified Communication (UC) solutions. Our Quality Management System (QMS) is designed in line with ISO 9001:2015 requirements to ensure that all Cloudtalk operations are efficient, consistent, and continuously improving to exceed customer and stakeholder expectations.

Our Commitment to Quality

Cloudtalk Networks Limited shall:

  • Strengthen Customer Satisfaction (ISO 9001:2015 Clause 5.1.2 & 9.1.2)
    Ensure services in FTTH deployment, VoIP/UC systems, SIP Trunking, Cloud PBX, Network Infrastructure Support, and Managed Services meet customer requirements. Track, analyze, and respond to customer feedback and complaints within defined timelines. Maintain a customer satisfaction score of ≥90% annually.
  • Ensure Compliance with Applicable Standards & Regulations (ISO 9001:2015 Clause 4.2 & 8.2.2)
    Comply with NCC, NITDA, SON, environmental and safety regulations. Maintain required licenses, permits, and certifications for telecom operations.
  • Promote Continual Improvement (ISO 9001 Clause 10.3)
    Use data-driven decisions, including KPIs, performance analytics, audit findings, and risk assessments. Implement corrective and preventive actions to continuously improve service delivery and internal processes.
  • Implement Risk-Based Thinking (ISO 9001 Clause 6.1)
    Identify operational and strategic risks that may affect service delivery or customer satisfaction. Take proactive measures to mitigate service disruptions in FTTH, VoIP, and network operations. Use risk registers to guide preventive actions and improve operational resilience.
  • Develop Employee Competence & Engagement (ISO 9001 Clause 7.2)
    Ensure all employees and contractors are trained, informed, and competent to deliver their duties. Conduct regular training on customer service, network operations, safety, and quality processes. Maintain an annual competency development plan for all departments.
  • Enhance Operational Efficiency (ISO 9001 Clause 8.1)
    Standardize work procedures and ensure strict adherence to SOPs across operations, HSE, Admin, Engineering, Customer Support, and Field Teams. Reduce rework, service downtime, and installation errors in FTTH and VoIP implementations. Improve productivity through process optimization, automation, and structured workflow management.
  • Maintain Effective Communication and Collaboration (ISO 9001 Clause 7.4)
    Encourage transparent communication among teams, clients, and stakeholders. Ensure timely dissemination of official communication, memos, and updates. Promote a collaborative work culture that supports achieving collective quality objectives.

Implementation & Review Requirements

Top Management shall ensure that:

  • The QMS remains aligned with Cloudtalk's strategic direction and telecom service objectives.
  • Adequate resources — human, technological, and financial — are provided to support effective QMS functioning.
  • The policy is communicated, understood, implemented, and maintained across all departments.
  • The policy is reviewed during Management Review Meetings or when significant internal/external changes occur.

Date:   22-Oct-2025

Cloudtalk Networks Limited