Team Leader - Channel Quality and Compliance On-line at MTN Nigeria

Reports To: Manager - Channel Quality and Compliance

Division: Customer Relations and Experience

Mission:

• Lead a team responsible for ensuring channel operations meet the highest standards of quality and compliance, driving process improvements, audits, and risk management initiatives to maintain regulatory adherence, enhance customer satisfaction, and support business growth. 

Description:

• Develop and review quality criteria guidelines for various online channels (Call Center, Virtual and digital).
• Conduct weekly, monthly, quarterly audits within the Online, Virtual and digital Assistance Centre adhering to agreed standards and service levels.
• Facilitate internal calibration and calibration with operations team to ensure compliance to CRX quality management metrics.
• Monitoring and escalation of non-compliance from the Call Center and virtual channels environment.
• Conduct quality gap analysis, report deviations, identify non-compliance and regulatory breach across all channels. and follow up for closure
• Provide insight on training needs identification for the top call drivers, which enables the Call Centre team, retrain agents on handling top call drivers.
• Benchmarking of service delivery within and outside the industry to generate insights on improving products, processes and services.
• Ensure checks are carried out periodically to forestall any revenue leakages across Call Centre and Digital channels.
• Provides VOC to the business with regard products and services, which enables the business to make informed decision.
• Back-office customer complaint ticket closure audit
• Customer contact reasons management and monitoring
• Deliver quality assurance guideline (QCG) training for customer care representatives.
• Monitoring and operational supports to various projects through Training, frontline sensitization and post implementation Quality checks

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Resource planning experience, preferably within a call customer interfacing environment
• Vendor management