Officer - Total Quality Management BP, Customer Services 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: Officer - Total Quality Management BP, Customer Services

Job Identification: 1911
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager - Business Planning Process Design, Testing and Systems
Division: Customer Relations

Description

• Develop and review test scripts and test cases.
• Develop Product Concept and User Requirements Specification Documents.
• Coordinate & participate in User Acceptance Testing processes for MTN products and services.
• Provide input into Product Concept Documents and User Requirement from a testing and customer support perspective.
• Participate in the implementation of Frontline Empowerment Business initiatives.
• Carry out research on root causes of top Customer challenges and translate into criteria for allocation of priority on test cases.
• Ensure proper documentation of all user systems and provide user guides for new and/or modified systems.
• Design Visio Flow Diagram for Customer Journeys/Process.
• Provide support to the frontline on the use of deployed products, systems and services.
• Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements.
• Communicate Processes, System Changes and enhancement to the Frontline Staff.
• Provide support to the MTN Self Service Channels.
• Provide support and resolution for system operational issues.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:

• 3 - 7 years’ experience including:
  • Experience working in a medium-sized organization
  • Experience in Customer Care and Management
  • Knowledge of MTNN’s product and services
  • Experience in a Call Centre environment
  • Knowledge of Process documentation
  • Use of Jira, Visio & Microsoft Office suites

Application Closing Date
6th February, 2023 (11:59PM).