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  • Posted: Aug 17, 2018
    Deadline: Aug 29, 2018
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    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 wi...
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    Service Quality Analyst

    Job Description

    • Drive improvement of service KQIs through deeper insights, trend analysis, Problem Management and advanced troubleshooting, of service degradations and customer escalations.
    • Coordinates all the network related customer escalations from CR, CEM, Marketing, network functional departments and managed service vendors for quick resolution
    • Drive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.
    • Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.
    • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
    • Provide service level demarcation/recommendation on ways to eliminate or reduce network problems
    • Engage with Managed Service Vendors to deliver improved Customer Experience
    • Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
    • Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
    • Relating with Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectives
    • Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
    • Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
    • Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvements
    • Ensure NPS and Customer Experience Index improvement as agreed by the business.
    • Value created from customer engagement & Operations
    • Value from positive customer experience index/NPS
    • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours

    Experience & Training

    • First degree in Electrical & Electronics, or related fields.
    • 3 – 7 years’ experience in telecommunication environment
    • Experience in business process modelling, analysis & design
    • Good understanding of GSM Technology, ITIL Process
    • Expert understanding in mapping KPIs to KQIs and QoE model
    • Understanding TM forum and Frameworx
    • Good knowledge of network technologies across verticals.
    • Capable of leading process analysis and providing objective feedback on areas of improvement

    Training:

    • Power Business Intelligence
    • RAN, Core CS &PS domain
    • Customer Experience management platforms
    • Key concepts of CEM framework and CEI model
    • Ability to Define End-to-End CEM, QoE indices
    • Development of CEM frameworks that support service quality management
    • Ability to translate network USE Cases into network quality indicators.
    • Report measurable KQIs in line with TM forum
    • Quality of report
    • Accuracy of report
    • Timely report
    • Prompt and accurate escalation of faults
    • Prompt and accurate statistical reports generated
    • Availability of network performance statistics
    • Customer satisfaction index
    • Closure of assigned faults
    • Conformance to criteria for reporting

    Minimum qualification

    • BEd, BEng, BSc, BTech or HND

    Method of Application

    Interested and qualified? Go to MTN Nigeria on careers.mtnonline.com to apply

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