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Quest Training

QoS & QoE Management for Telecom Networks Training Course

Explains how network performance, traffic management and capacity shape QoS and QoE, and how to measure and improve service quality for end users.

NQSA · Network Performance, QoS & Service AssuranceAll Levels#2791ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Telecommunications & Satellite TechnologyCategories:Network Performance, QoS & Service Assurance

Course Overview

The QoS & QoE Management for Telecom Networks Training Course develops the technical and analytical skills required to measure, manage, and improve network service quality and end-user experience across telecommunications environments. The course examines how network performance, service configuration, traffic management, and infrastructure capacity influence the quality and consistency of voice, video, data, and multimedia services. Participants explore the principles of Quality of Service (QoS) and Quality of Experience (QoE), including their differences, measurement approaches, and practical applications. The programme covers key performance indicators such as latency, jitter, packet loss, throughput, service availability, call setup success, call drop rates, and application responsiveness. It also examines how these indicators relate to user satisfaction and perceived service quality. The course addresses QoS mechanisms across IP networks, mobile networks, transport infrastructure, and converged telecommunications environments. Topics include traffic classification, prioritization, queuing, congestion management, bandwidth allocation, policy enforcement, and service differentiation. Participants also examine how network monitoring, service testing, customer feedback, and application-level measurements can be combined to identify quality degradation and determine its underlying causes. Through practical exercises and realistic service scenarios, participants develop methods for evaluating service quality, interpreting performance data, investigating customer experience issues, and prioritizing corrective actions. The course supports telecommunications operators and service providers seeking to improve service consistency, meet service-level objectives, reduce quality-related complaints, and align network performance with customer expectations.

Learning Objectives

  • Explain the principles and operational importance of QoS and QoE in telecommunications networks.
  • Distinguish network-level performance measurements from end-user experience indicators.
  • Identify appropriate QoS and QoE KPIs for voice, video, data, and multimedia services.
  • Analyze latency, jitter, packet loss, throughput, availability, and application responsiveness.
  • Apply traffic classification, prioritization, queuing, and congestion management principles.
  • Evaluate QoS mechanisms across IP, mobile, and converged network environments.
  • Interpret service quality measurements and identify performance degradation.
  • Correlate network performance data with customer complaints and service experience indicators.
  • Assess the impact of network capacity, traffic patterns, and configuration changes on service quality.
  • Develop service quality monitoring, reporting, and improvement procedures.
  • Evaluate compliance with service-level agreements and defined quality targets.
  • Prepare a practical roadmap for improving QoS, QoE, and customer satisfaction.

Who Should Attend

This course is designed for professionals responsible for telecommunications service quality, network performance, traffic engineering, service assurance, and customer experience improvement. It is suitable for mobile and fixed-line operators, internet service providers, enterprise telecommunications teams, managed service providers, and organizations operating IP-based voice, video, and data services. The programme is particularly relevant to: Telecom network engineers and administrators. QoS and QoE engineers and specialists. Network performance and optimization teams. Network Operations Center (NOC) engineers and supervisors. Radio access network (RAN) and mobile core network specialists. IP network, routing, switching, and transmission engineers. Service assurance and quality management professionals. Voice over IP (VoIP) and multimedia service engineers. Customer experience and service quality analysts. Capacity planning and traffic engineering specialists. IT service management and service delivery professionals. Technical managers responsible for network performance and customer satisfaction.

Learning Outcomes

  • Explain the relationship between QoS, QoE, network performance, and customer satisfaction.
  • Select appropriate quality indicators for different telecommunications services.
  • Interpret latency, jitter, packet loss, throughput, availability, and application-level measurements.
  • Evaluate voice, video, and data service quality using technical and user-experience indicators.
  • Apply traffic prioritization and congestion management principles to IP networks.
  • Understand service classification and QoS mechanisms in mobile and converged networks.
  • Identify the causes of service degradation using monitoring data and troubleshooting techniques.
  • Correlate network KPIs with customer complaints and perceived service quality.
  • Evaluate service performance against SLAs and quality objectives.
  • Design QoS and QoE dashboards and operational reports.
  • Recommend corrective measures to improve service quality and reduce recurring complaints.
  • Develop a measurable plan for continuous QoS and QoE improvement.

Course Outline

Day 1

QoS and QoE Fundamentals in Telecommunications

  • Concepts, objectives, and business value of Quality of Service (QoS) and Quality of Experience (QoE).
  • Differences between network performance, service quality, and perceived user experience.
  • Relationship between technical network conditions and customer satisfaction.
  • Service characteristics of voice, video streaming, video conferencing, messaging, and data applications.
  • Key QoS indicators: latency, jitter, packet loss, throughput, bandwidth utilization, and availability.
  • QoE indicators for voice and multimedia services, including intelligibility, video quality, responsiveness, and service continuity.
  • Understanding Mean Opinion Score (MOS) and its role in voice quality assessment.
  • Factors affecting user experience, including access technology, device capabilities, application behaviour, and network congestion.
  • Overview of service quality measurement approaches, including active testing, passive monitoring, and application-level measurements.
  • Service-level agreements, quality targets, and customer experience requirements.
  • Practical Exercise: Evaluate several telecommunications service scenarios, identify the relevant QoS and QoE indicators, and establish initial quality targets for voice, video, and data services.
Day 2

QoS Mechanisms, Traffic Classification, and Network Resource Management

  • Principles of differentiated service delivery across IP networks.
  • Traffic classification, marking, and prioritization based on application and service requirements.
  • Differentiated Services Code Point (DSCP) and Differentiated Services (DiffServ).
  • Queuing mechanisms, scheduling algorithms, and priority handling.
  • Congestion management, traffic shaping, policing, and bandwidth allocation.
  • Quality requirements for real-time traffic, including voice and interactive video.
  • Managing competing traffic flows and protecting critical services during congestion.
  • QoS implementation across routers, switches, access networks, and transport infrastructure.
  • Overview of mobile QoS concepts, including bearer and service-flow treatment in relevant mobile network architectures.
  • QoS policy design, configuration consistency, and operational verification.
  • Common configuration errors and their impact on service quality.
  • Practical Exercise: Develop a QoS policy for a converged enterprise network carrying voice, video conferencing, business applications, and general internet traffic, including traffic classification, prioritization, and congestion-handling rules.
Day 3

QoE Measurement, Service Testing, and Performance Analysis

  • QoE measurement models and user-experience assessment methods.
  • Active and passive measurement techniques and their operational applications.
  • Voice quality assessment using MOS and related measurement methods.
  • Video quality indicators, including startup delay, buffering frequency, playback continuity, and resolution stability.
  • Web and application performance indicators, including response time and transaction completion.
  • Mobile service experience and relevant indicators for accessibility, retainability, mobility, and data performance.
  • Collecting and interpreting network telemetry, service probes, packet captures, and application-level measurements.
  • Establishing performance baselines and identifying abnormal service behaviour.
  • Correlating QoS metrics with QoE outcomes and customer feedback.
  • Identifying service degradation caused by congestion, packet loss, excessive latency, routing problems, and access network limitations.
  • Interpreting performance trends across different locations, user groups, and service periods.
  • Practical Exercise: Analyze a simulated voice and video service dataset, identify the main factors affecting user experience, and recommend targeted network or service improvements.
Day 4

QoS and QoE Monitoring, Troubleshooting, and Service Assurance

  • Designing an integrated QoS and QoE monitoring framework.
  • Selecting KPIs and thresholds according to service criticality and user expectations.
  • Monitoring service availability, latency, jitter, packet loss, throughput, and quality trends.
  • Developing dashboards for NOC teams, service assurance specialists, and management.
  • Alert configuration, event correlation, anomaly detection, and quality degradation notifications.
  • Troubleshooting end-to-end service issues across access, transport, core, and application domains.
  • Distinguishing network-related problems from application, device, and external service issues.
  • Integrating network monitoring with incident management and service assurance workflows.
  • Correlating customer complaints, support tickets, and service measurements to identify recurring quality issues.
  • Evaluating SLA compliance and identifying persistent service-quality gaps.
  • Reporting major quality incidents and coordinating corrective actions across technical teams.
  • Practical Exercise: Investigate a simulated decline in service quality using network KPIs, monitoring alerts, and customer complaints, then identify likely causes, determine affected services, and develop a service restoration and improvement plan.
Day 5

QoS and QoE Optimization, Reporting, and Continuous Improvement

  • Developing a structured approach to service quality optimization.
  • Identifying recurring QoS and QoE issues through trend analysis and root cause investigation.
  • Optimizing traffic policies, network configurations, and resource allocation.
  • Evaluating capacity requirements and the impact of traffic growth on user experience.
  • Defining service quality targets, operational responsibilities, and improvement priorities.
  • Developing QoS and QoE dashboards, management reports, and service quality scorecards.
  • Measuring performance against SLAs, service-level indicators, and internal quality objectives.
  • Analyzing customer experience trends and prioritizing improvements according to business impact.
  • Using automation and analytics to support quality monitoring, reporting, and anomaly detection.
  • Evaluating the impact of network changes and optimization initiatives through before-and-after measurements.
  • Establishing corrective action tracking, performance reviews, and continuous improvement cycles.
  • Preparing an implementation roadmap aligned with service quality, operational efficiency, and customer expectations.
  • Practical Exercise: Develop a QoS and QoE improvement roadmap for a telecommunications operator, including baseline KPIs, priority service-quality issues, recommended optimization measures, reporting requirements, responsible teams, and measurable success criteria.

Upcoming Dates

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Amman · 25 – 29 Apr 2027 · Classroom

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