Senior Manager - Total Quality Management at MTN Nigeria

Reports To: Chief Broadband Officer - CBBO

Division: Fixed Broadband

Mission:

• Lead and implement quality management initiatives that drive continuous improvement, enhance customer satisfaction, and ensure compliance with quality standards.

Description:

• Design, execute and maintain a Quality Assurance strategy across all areas of FBB, including the necessary definition, development and deployment of quality assurance strategies that align with overall MTNN business.
• Identify areas for improvement and implement changes to optimize processes, reduce waste, and enhance efficiency.
• Focus on Total Quality Management from a Customer Experience perspective 
• Ensure adherence to quality standards, regulations, and industry best practices.
• Liaise with Technical teams for the deployment of system-based Customer Centric PPP’s 
• Create and implement Audit criteria and procedures. 
• Conduct audits and assessments to identify areas for improvement and formulate training schedules based on audit outcome. 
• Conduct audits and assessments to ensure compliance with quality standards and regulations.
• Apply total quality management tools and approaches (ISO) to analytical and reporting processes within FBB 
• Lead root cause analysis and implement corrective actions.
• Investigate customer complaints escalated by other Divisions.
• Ensure compliance with best practices (ISO standards) 
• Collate and analyze performance data against defined parameters. 
• Identify deviance from standards, and suggest modifications to ensure compliance 
• Ensure tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary. 
• Produce reports on Value Proposition Metrics such as Billing, Tariffs, product functionality tests, as well as performance of all VAS offerings from the Customer Experience perspective. 
• Ensure proper monitoring of performance across FBB customer touch through data gathering and producing statistical reports.
• Ensure continuous optimization of existing platforms for Branded Service Delivery.
• Foster a culture of continuous improvement and quality excellence.

Education:

• First degree in any relevant discipline / Master’s advantageous
• Post Graduate degree in a relevant field is desirable
• Professional Certification (PMP/, ITIL, ISEB).
• Project Management Certification (Prince 2/PMP)
• Fluent in English and language of country preferable

Experience:

9-17 years’ experience which includes:

• Manager track record of 3 years or more in quality systems and processes; with at least 3 years in relevant sector/ industry
• Worked across diverse cultures and geographies advantageous