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 below position:
Job Title: Senior Manager, QoE and QoS Management
Location: Nigeria
Job Description
- Develop customer and service centric quality assurance matrices (KQI, SQI, CEI), Strategy, standard, methodology , for telco1.0 and Telco2.0 (digital services) respectively
- Develop framework for proactive and reactive management of end-user perceived service quality and ensure faster resolution of service quality issues and customer complaint calls
- Ensure Network Benchmarking and measurements, Pre and Post impact assessment and Network - Business impact assessment are aligned to meet and exceed business objectives
- Ensure VVIP Subscriber Monitoring and issue identification, resolution and assurance
- Drive reports on Data usage analysis and patterns to identify avenues for quality improvement
- Applications, Content, Location, Terminals etc… specific analysis and drill-down
- SQM definition and standardization
- CEM KQI, CEI definition and standardization
- Network PM correlation with SQM and CEM
- Support Customer Experience Management initiatives and NPS improvement
- Ensure subscriber perceived network performance at optimum level and introduce measures for improving subscriber perception
- Put in place mechanism and system to achieve business and customer service objective, leveraging on network infrastructure
- Lead Network system and process integration in a Customer Centric Model
Desired Skills and Experience
Experience:
- 10 years' work experience which includes:
- Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry
- Worked across diverse cultures and geographies advantageous
- 7 years' experience in Network planning, Operations, Performance or Service quality assurance
- 5 years managerial experience in quality assurance in telco 1.0 and telco 2.0
- Above average knowledge and experience in all all GSM and MBB service
- Sound understanding of call and data service architecture and service flow
Training:
- Service layer management
- Customer Experience management
- Network Performance |management
- Ability to translate customer experience into network indices and vise versa
- Through Understanding of (through professional experience and training) of 3GPP standards and implementation processes, including: Universal Mobile Telecommunications Systems (UMTS), Long Term Evolution (LTE), Code Division Multiple Access Technology (CMDA) and Worldwide Interoperability for Microwave Access (WiMax).
- Network performance and statistics.
- Vendor and experts management.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online