Coordinator - Home Quality Assurance at MTN Nigeria

Reports To: Senior Manager - Total Quality Management

Division: Fixed Broadband

Mission:

• Support the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement. 

Description:

• Effectively execute stated policies and procedures in respect of quality and performance management.
• Enforce and maintain quality standards to meet or exceed predefined benchmarks.
• Ensure divisional compliance with quality management metrics across the value chain.
• Participate in day-to-day performance and quality monitoring exercises.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Monitor system activities to ensure smooth operations.
• Conduct periodic audits for the division to ensure service standards are adhered to.
• Conduct audits and mystery shopping for customer touchpoints.
• Conduct quality gap analysis.
• Report deviations and non-compliance observations.
• 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.
• Proactively assist in identifying environmental constraints to quality delivery.
• Assist in the application of practical performance boosters (improvement initiatives).
• Facilitate target setting and performance contract development for all employees.
• Assist in monitoring and benchmarking performance across and within teams.
• Track system and process changes occurring within the division.
• Deliver Quality Assurance and Quality Control Guideline (QCG) training for members of the division.

Education:

• First degree in any relevant discipline 
• Fluent in English

Experience:

3-7 years’ experience which includes

• 3 - 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium organization 
• Experience in quality assurance function