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  • Posted: Jan 23, 2023
    Deadline: Not specified
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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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    Officer - Channel Quality and Compliance(Online)

    • Calibrate calls within the Online Assistance Centre to ensure compliance to Customer Relations 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 Online Assistance Centre.
    • Deliver quality assurance (QCG) training for customer care representatives.
    • Ensure digital channels are updated and uniform information is communicated across these channels.
    • Assist the Channel Quality and Compliance Team Lead to ensure the implementation of the Quality Assurance recognition program.

    Education:

    • First degree in any relevant discipline 
    • Fluent in English 

    Experience:

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

    Method of Application

    Interested and qualified? Go to MTN Nigeria on ehle.fa.em2.oraclecloud.com to apply

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