Manager - Home Quality Assurance at MTN Nigeria

Reports To: Senior Manager - Total Quality Management

Division: Fixed Broadband

Mission:

• Drive quality management across the Fixed Broadband value chain by embedding policies, standards, and systems that ensure SLA compliance and continuous improvement, reduce cost-to-serve and churn, improve NPS and protect revenue.

Description:

• Manages process documentation for all Fixed Broadband departments and units; ensures these are updated regularly and
• Implement spot-checks to ensure compliance with defined processes.
• Measure and track SLA compliance across the customer journey with all FBB departments.
• Change Quality: Ensure compliance to the change management process. 
• Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring access to critical systems/applications.
• Work closely with Internal Audit & Forensic Services (IAFS) & external regulators to drive closure of all audit recommendations and actions in a timely manner.
• Manage SLAs and contract agreements with all FBB customers and vendors to drive strict adherence to agreed service levels. Also manages OLAs with internal support teams in IT, Network & CRX.
• Monitors quality assurance testing of new products, solutions, customer management applications and other business support systems (BSS). 
• Manages customer experience across all FBB products, services, solutions, processes, service delivery channels, customer touchpoints, product development and sales engagement.
• Executes total quality management standards in process review, documentation, updates and validation. Ensures that the units and departmental PPPs are customer centric, efficient and quality minded.
• Approve/adjust quality gates on new products, locations, and vendors.
• Conduct field and system audits: random home pass and install checks, ATP checks, WFM data audit, CPE config validation / label integrity.
• Champion Quality huddle sessions with Operations/NOC/Fulfilment.
• Identify and prevent critical quality breaches and lead post-mortems.
• Run monthly Vendor QBRs; enforce penalties/bonuses based on quality performance.
• Maintain audit readiness and compliance documentation for regulatory, internal, and operational assurance needs.

Education:

• First Degree or equivalent in a Social or Management Science Course or related discipline
• Membership of Professional Customer Service/Relations associations.
• Professional Certification or MBA/MSC (added advantage)
• Fluent in Englis

Experience:

6 - 13 years’ experience which includes:

• Minimum of 3 years’ experience in a telecoms /quality assurance or service delivery organization.
• Minimum of 3 years’ experience in supervising/managing others.
• Experience working in a medium-to large organization.
• Experience in a customer service environment in the telecommunications industry.
• Experience in customer management, SLA management and/or TQM.
• Advanced proficiency in the use of customer management and billing systems.
• Advanced proficiency in the use of incident management tools.
• Advanced proficiency in Microsoft Office applications, Visio and Projects.
• High Proficiency in Excel and PowerPoint Usage.