Senior Manager - Total Quality Management, Fixed Broadband at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Senior Manager - Total Quality Management, Fixed Broadband

Job Identification: 6521
Location: Ikoyi, Lagos
Job Schedule: Full-time
Job Category: MTN Level 3H
Reports To: Chief Broadband Officer - CBBO
Division: Fixed Broadband

Mission

• Lead and implement quality management initiatives that drive continuous improvement, enhance customer satisfaction, and ensure compliance with quality standards.

Description

• Design, execute and maintain a Quality Assurance strategy across all areas of FBB, including the necessary definition, development and deployment of quality assurance strategies that align with overall MTNN business.
• Identify areas for improvement and implement changes to optimize processes, reduce waste, and enhance efficiency.
• Focus on Total Quality Management from a Customer Experience perspective 
• Ensure adherence to quality standards, regulations, and industry best practices.
• Liaise with Technical teams for the deployment of system-based Customer Centric PPP’s 
• Create and implement Audit criteria and procedures. 
• Conduct audits and assessments to identify areas for improvement and formulate training schedules based on audit outcome. 
• Conduct audits and assessments to ensure compliance with quality standards and regulations.
• Apply total quality management tools and approaches (ISO) to analytical and reporting processes within FBB 
• Lead root cause analysis and implement corrective actions.
• Investigate customer complaints escalated by other Divisions.
• Ensure compliance with best practices (ISO standards) 
• Collate and analyze performance data against defined parameters. 
• Identify deviance from standards, and suggest modifications to ensure compliance 
• Ensure tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary. 
• Produce reports on Value Proposition Metrics such as Billing, Tariffs, product functionality tests, as well as performance of all VAS offerings from the Customer Experience perspective. 
• Ensure proper monitoring of performance across FBB customer touch through data gathering and producing statistical reports.
• Ensure continuous optimization of existing platforms for Branded Service Delivery.
• Foster a culture of continuous improvement and quality excellence.

Requirements
Education:

• First Degree in any relevant discipline / Master’s advantageous
• Post Graduate degree in a relevant field is desirable
• Professional Certification (PMP/, ITIL, ISEB).
• Project Management Certification (Prince 2/PMP)
• Fluent in English and language of country preferable

Experience:
9-17 years’ experience which includes:

• Manager track record of 3 years or more in quality systems and processes; with at least 3 years in relevant sector/ industry
• Worked across diverse cultures and geographies advantageous

Application Closing Date
7th October, 2025; 10:59 PM.