Officer, Total Quality Management (Supervisory) at MTN Nigeria

Job Description

• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement
• Ensure value creation by optimising business projects and activities
• Effectively execute stated policies and procedures in respect of quality and performance management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Assist in the application of practical performance boosters.
• Participate in day-to-day performance and quality monitoring exercise.
• Proactively assist in identifying environmental constraints to quality delivery.
• Assist in preparing quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
• Assist in the maintenance of records, data and information in relation to quality assurance within the CR Division, ensuring easy access and retrieval of information
• Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
• Assist line managers in the development of team and individual quality and performance standards.
• Facilitate target setting and performance contract development for all employees.
• Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and under performers.
• Calibrate calls within the Online Assistance Centre to ensure compliance to CR quality management metrics.
• Conduct daily Call evaluation within the Online Assistance Centre adhering to agreed standards.
• Conduct periodic audit for the division ensuring service standards are adhered to.
• Conduct quality gap analysis.
• Conduct mystery shopping for the customer touch points.
• Conduct weekly, monthly, quarterly audits for the Walk In Assistance Centre.
• Report deviations.
• Deliver quality assurance (QCG) training for customer care representatives.
• Assist the Quality Assurance Team Lead to ensure the implementation of the Quality Assurance recognition program in the Online and Walk In Assistance Centre

Job Condition

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

Experience & Training Education:

• First degree in any relevant discipline
• Fluent in English

Experience:

• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization

Training:

• People & Performance Management
• Resource Management
• Total Quality Management
• Change Management

Minimum qualification:

• BA, BEd, BSc or HND