Officer - Total Quality Management BP at MTN Nigeria

• Develop and review test scripts and test cases.
• Develop Product Concept and User Requirements Specification Documents.
• Coordinate & participate in User Acceptance Testing processes for MTN products and services.
• Provide input into Product Concept Documents and User Requirement from a testing and customer support perspective.
• Participate in the implementation of Frontline Empowerment Business initiatives.
• Carry out research on root causes of top Customer challenges and translate into criteria for allocation of priority on test cases.
• Ensure proper documentation of all user systems and provide user guides for new and/or modified systems.
• Design Visio Flow Diagram for Customer Journeys/Process.
• Provide support to the frontline on the use of deployed products, systems and services.
• Conduct post implementation test on MTN products and service and share outcomes with relevant stakeholders for continuous product improvements.
• Communicate Processes, System Changes and enhancement to the Frontline Staff.
• Provide support to the MTN Self Service Channels.
• Provide support and resolution for system operational issues.

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

• 3 - 7 years’ experience including:
• Experience working in a medium-sized organization
• Experience in Customer Care and Management
• Knowledge of MTNN’s product and services
• Experience in a Call Centre environment
• Knowledge of Process documentation
• Use of Jira, Visio & Microsoft Office suites