Latest Recruitment at MTN Nigeria (2 Positions)

Applications are invited from interested and qualified candidates to apply for the latest recruitment at MTN Nigeria.

MTN Nigeria is a leading telecommunications and digital services provider, headquartered in Lagos, and is the largest subsidiary of the multinational MTN Group. Since launching commercial operations in 2001, MTN Nigeria has played a pivotal role in the nation’s digital transformation by providing voice, data, digital, enterprise, and fintech services, including MoMo Payment Service Bank (PSB).

MTN Nigeria offers significant benefits, including robust opportunities for career development within a leading telecommunications company. The company provides a professional, inclusive, and collaborative environment, often praised for its quality training and skill development programs.

Individuals interested in the latest recruitment at MTN Nigeria should review the job details, requirements, and application process outlined below.

Analyst – OLA (Operational-Level Agreement)

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Client Success Quality Management
Division: Enterprise Business

Mission

• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement

Description

• Ensure process re-engineering; identify and implement process improvements.
• Conduct quality-gap analyses, recommend improvement actions and track implementation to closure.
• Effectively execute stated policies and procedures for quality and performance management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Monitor compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.
• Proactively identify environmental constraints to quality delivery.
• Prepare quality documentation and reports by collecting, analysing and summarising information and trends: including failed processes, stability studies, recalls, corrective actions and re-validations.
• Analyse incident, service and system performance data to identify trends, recurring issues and improvement opportunities.
• Monitor planned and unplanned outages, assess customer impact and track corrective actions to resolution.
• Track delivery performance, escalate delays and coordinate corrective actions with fulfilment and support teams.
• Validate SLA breaches and determine applicable service credits or penalties in line with contractual terms.
• Process approved credit notes and chargebacks, maintain supporting records and report financial exposure.
• Support the development, monitoring and benchmarking of team and individual quality and performance standards.
• Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises across processes and customer touchpoints to assess compliance with approved standards.
• Report quality deviations and control gaps, track corrective actions to closure, and provide training and coaching to service representatives.
• Assist the Quality Assurance Manager in implementing the Quality Assurance recognition programme for 3rd parties.

Qualifications and Requirements:

Education:

• First degree in any discipline preferably Computer Science, Engineering or equivalent
• ISO 9001/2015 Lead Implementer and Lead Auditor certifications, ITIL v4, PMP or PRINCE2.
• Master’s Degree in a relevant discipline will be an added advantage
• Fluent in English

Experience:

• 3-7 years’ experience which includes
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising others
• Experience working in a medium or large organization.

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Analyst – Customer Acquisition and Compliance

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Sales Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Customer Acquisition and Compliance West
Division: Sales and Distribution

Mission

• To collate and analyze SIM Cards registration, SIMS availability/Supply and Distribution, Activations, Customer Retention and churn  intelligence information on an on-going basis, (in relation to benchmarking and competition) and provide insight to  Customer Acquisition Channel performance.

Description

• Evaluate performance measured against SIM registration channel objectives  in the following areas:
• Trade Partner and Customer Acquisition AND compliance Partners
• Walk-in-Centers
• Mobile Lite 
• Connect Stores and Connect Points
• Other Sim Registration Agents (Pentagon).
• Collect, analyze and interpret a wide variety of Channel data and develop weekly /monthly reports in preparation for business review meetings.
• End- to-end device life-cycle management, tracking, monitoring of device’ heartbeat, utilization and efficiency.
• Engage the regions to follow up on implementation of Customer Acquisition Channel Initiatives.
• Provide and maintain a strong and reliable database to facilitate tracking and improvement of channel services and providing information enabling channel business decisions to be made.
• Prepare monthly, quarterly and year to date (YTD) measurement reports.
• Provide functional support to Customer Acquisition Manager
• Support seamlessly, the end-to-end SIM Acquisition agent’s system up, training, onboardings and exit.
• Analyze relevant best practices and provide recommendations to Customer Acquisition Manager.
• Attend regulatory meetings at state level and share outcome with regional leadership.

Qualifications and Requirements:

Education:

• First degree in Computer Science, Statistics, Economics, Business Administration, Accounting or any related discipline
• Fluent in English

Experience:

• 3-7 years work experience which includes
• Minimum of 3 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium organization:
• Project planning and reporting, sales/marketing or related function
• Experience using Data Mining Tools
• Telecoms experience would be an added advantage

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