Manager – Home Quality Assurance at MTN Nigeria

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 with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.
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.