MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.
JOB DESCRIPTION
Mission/ Core purpose of the Job
- The role will be responsible for the development and implementation of the Quality reporting analysis processes and standardization for Bayobab, regular reporting and analysis across the L1 and L2 support.
- Generate Service Improvement plans to increase customer satisfaction
RESPONSIBILITIES
- Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
- The Engineer Quality will be accountable to achieve the following objectives:
- Review customer experience holistically across engagement areas Identify, own service improvement initiatives and drive to conclusion
- Sample monitoring support calls for improvement initative.
- Coordinate with Support Managers to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables
- Service Improvement plans
- Improved customer satisfaction
QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education:
- Minimum 3-year Academic Degree (Engineering/Computer Science/ Business)
- Fluent in English and language of country preferable
Experience:
- Minimum of 5 years’ experience in customer reporting
- Strong IT background in Telco environment
- Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and reporting
- Strong analytical skills
Competencies:
- Ability to work effectively with multiple stakeholders in a multi-cultural environment
- Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
- Maturity to handle ambiguity and adaptive to dynamic environment
- Strong technical and analytical skills
Other:
- Regional and international travel
- Excellent Interpersonal skills
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
Method of Application
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